Net Promoter or Net Promoter Score (NPS) is a customer loyalty metric. It can be used to gauge the loyalty of a firm’s customer relationships and serve as an alternative to traditional customer satisfaction research.
Many senior managers care about the Net Promoter Score because they want to guage the loyalty of their customers. What’s more, there’s a strong correlation between a high Net Promoter Score and company growth. NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.
Surveys provide a great tool for tracking the Net Promoter Score: You can ask respondents how likely they are to recommend a company to a friend or colleague, then ask them to score their satisfaction with your company between zero and 10.
To calculate your NPS work out the percentage of responses that scored your company between seven and 10, then zero and six. Subtract the zero-to-six percentage from the seven-to-10 percentage, and you have your Net Promoter Score.
You can also use the same survey to ask customers how you can improve. Your senior managers will be impressed with the insights you can provide with the data gathered by the Net Promoter Score.