What is Net Promoter Score
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- We are going to start using Net Promoter Score so...
- I need you to find out what it is?
- We must talk with colleagues and investigate online
- I'm very confused
- Guys we must look for information on this topic and present it to the boss.
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- Work Meeting
- The objective del NPS was to determine a clear and easily interpretable customer satisfaction score which can be compared over time or between different industries.
- How likely are you to recommend company/brand/product X to a friend/colleague/relative?Specifically, the respondent is asked the following “ultimate” question:
- Seek help to understand what it is Net Promoter Score
- Three categories of people can be distinguished:Promoters = respondents giving a 9 or 10 scorePassives = respondents giving a 7 or 8 scoreDetractors = respondents giving a 0 to 6 score
- Conversation with co-worker
- According to Reichheld the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. These values may however vary considerably from sector to sector and from culture to culture.
- NPS is used by many large companies as a customer feedback tool.
- We did it!!
- Excellent guys! Good job!
- Objective del NPS
- How likely are you to recommend company/brand/product X to a friend/colleague/relative?
- How to calculate and use the tool?
- For instance, if you have 25% Promoters, 55% Passives and 20% Detractors, the NPS will be +5. A positive NPS (>0) is generally considered as good.
- NPS question as standard question in the tool
- In the reporting tool, showing the percentage of Detractors (red), Passives (orange) and Promoters (green).
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