Net promoter score
According to Harvard Business Review, the One Number You Need To Grow, as a business. This graph is a result of an ongoing Client Satisfaction Survey where Parthen measures its business overall.
But what does it mean?
Net Promoter Score is obtained by asking clients a single question on a 0 to 10 rating scale, where 10 is "extremely likely" and 0 is "not at all likely": "How likely is it that you would recommend our company to a friend or colleague?" Based on their responses, customers are categorized into one of three groups: Promoters (9–10 rating), Passives (7–8 rating), and Detractors (0–6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score (NPS). 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.
So to be short and simple, this score tells us how we are performing. The higher the NPS the higher our growth. Assuming that ambassadors (promoters) are the best sales people you can wish for. And above that, each and every individual working in this company or at our suppliers influences this number. It is a result of a joint effort.
Link to Wikipedia on NPS
Parthen
Tel +31(0)20-5727374
Fax: +31(0)20-5727377
E-mail: info@parthen.nl
Visiting address
Stroombaan 4
1181 VX Amstelveen
Click here for a routedescription
Postal address
Postbus 25
1180 AA Amstelveen
