Before you buy a product or service from a company – particularly one you may need customer support from – be sure to do some research and find out their Net Promoter Score (NPS). NPS is a metric that captures a company’s customer feedback and provides a numeric value of its brand loyalty. A high score is not easy to achieve, so if a company has a great score, they will be letting the world know about it!
NPS is calculated by soliciting feedback from customers about their experience with the company. Specifically, customers are asked the question “how likely is it that you would recommend a brand/product/service to a friend or colleague?” The answers are based on a scale from 0 – 10. Those that give a company a score of 0-6 are considered Detractors, those who give a score of 7-8 are considered Passives, and those that rate a company with a high score of 9-10 are considered Promoters. The final NPS score is calculated by deducting the percentage of customers who are Detractors from the percentage of customers who are Promoters (passives are not included in the calculation). Good Net Promoter scores vary by industry, but a score of 50 to 80 is typically considered “good”.
Customers are also given the opportunity to provide feedback to the question “what is the most important reason for your score?” Companies can use this specific feedback to continue and reinforce best customer service practices, stop or improve upon procedures that are causing customer dissatisfaction, and provide employees with feedback directly from the customer.Promoters are the people companies want to go after for testimonials, while Detractors can be the ones who post negative feedback or complaints on social media channels. Proactively following up with Detractors can potentially stop a negative experience from going viral.
Promoters are the people companies want to go after for testimonials, while Detractors can be the ones who post negative feedback or complaints on social media channels. Proactively following up with Detractors can potentially stop a negative experience from going viral.Capturing NPS can also serve as an eye-opener for those companies who assume that since they have not received a large number of complaints, customers are satisfied. They can often be surprised what customers are truly thinking when they are given a chance to have their voice heard.
Capturing NPS can also serve as an eye-opener for those companies who assume that since they have not received a large number of complaints, customers are satisfied.
They can often be surprised what customers are truly thinking when they are given a chance to have their voice heard.Relatively easy to use and deploy, companies who use NPS send existing and potential customers a signal that they are strongly committed to customer satisfaction and proactively acting on their feedback. Customers who see a company with a high NPS score know that the company is focused on customer loyalty and retention, and makes customer service a priority.
Relatively easy to use and deploy, companies who use NPS send existing and potential customers a signal that they are strongly committed to customer satisfaction and proactively acting on their feedback. Customers who see a company with a high NPS score know that the company is focused on customer loyalty and retention, and makes customer service a priority.
At Service Objects, one of our Core Values is “customer service above all”. We strive to achieve the highest level of customer satisfaction and regularly survey our customers for their feedback. The result of this commitment is that for the past three years, we have maintained a score 8 times higher than the technology services industry average! Our score of 64 is well above other well-known technology companies such as Oracle (21), MailChimp (20) and Constant Contact (20) and even above other customer service leaders such as Zappos.com (57), Netflix (52) and American Express (45), as rated by NPS Benchmarks.
Find out more information about Service Objects’ Customer Success Program here.
