Net Promoter is used to gauge your company’s performance by determining the level of satisfaction customers have with your company. This is achieved by simply asking customers how likely they are to recommend your company to a friend or colleague, using a scale of 0 to 10. By asking this question, you get a very clear understanding of what percentage of your customers are loyal.
Every customer who provides a 9 or 10 ranking is classified as a promoter. Promoters are loyal customers who keep buying and refer others without hesitation. Customers who provide a 7 or 8 ranking are classified as passive. Passives are satisfied but indifferent customers who are in danger of moving their business elsewhere. Customers who provide a ranking of 6 or below are classified as detractors. Detractors are unhappy customers who are unlikely to do further business with your company and may use word-of-mouth to let others know of their bad experience.
To calculate your company’s Net Promoter Score, take the percentage of customers who are promoters and subtract the percentage who are detractors. Although Net Promoter Scores vary by industry, a satisfactory score would be anything above 50%, but never settle. Measuring and tracking your Net Promoter Score is not the end of your work. You must still drive improvements in customer loyalty and act on customer feedback.
Regardless of the level of your score, there will always be room for improvement. As a result, consider the following steps when looking to maximize your Net Promoter Score.
Hire and train with focus on customer needs
Make it a strategic imperative to ensure each new hire is customer-focused and that employees spend 5 to 10 percent of their time each week in training that will help develop their skills and understanding of what customers expect. Focus on ensuring employees understand how important it is for everyone to know the business of your customers and how your products and services can help them succeed.






