The Net Promoter System says that the answer to a single question will give you all the information you need to determine how satisfied your customers are.
The question? “How likely are you to recommend [your company] to a friend or colleague?”
The Net Promoter System divides every company’s customers into three categories: promoters, passives, and detractors.
- rate the company 9 or 10
- are loyal customers who will bring repeat business and refer others
- rate the company 7 or 8
- are satisfied but unenthusiastic and therefore vulnerable to competitor offers
- give a score of 0 to 6
- are unhappy customers and could damage your brand
Your Net Promoter Score can be a good tool to understand where your business is and who your loyal customers are, but it’s easy to poison the results. Want to find out how to avoid poisoning your results? Read our blog here.
If you want an independent organization to help you implement a net-promoter system, we should talk.