Net Promoter Score (NPS) programs ask just one question: “How likely are you to recommend this business to a friend or colleague?”
The NPS is an index that ranges between -100 and 100 and aims to calculate the willingness of a customer to recommend a company products or services to a friend or colleague. It aims to determine the customer’s satisfaction and loyalty to a company’s brand.
Customers are asked to answer one simple question which is rated on a scale between 0-10. The question is “How likely are you to recommend this companies products or services to a friend or colleague?” The customers are then placed within three categories, Detractors, Passives and Promoters.
Detractors are customers who rated the companies’ products or services at 6 or below. These customers are dissatisfied with the products/services and therefore may be somewhat damaging to the companies brand.
Passives are customers who rated the brand between 7-8 and somewhat satisfied however wouldn’t potentially recommend your company to friends and colleagues and are at risk from competitors offers.
Promoters are customers who rated the company either a 9 or a 10 and are completely satisfied with the products and services that you offer. They are also most likely to recommend your products and services and are beneficial to your brand.
The overall NPS score is determined by subtracting the percentage of customers who are detractors from the percentage of customers who are promoters. The score that is calculated is between -100 and 100. If every client rated your products or services at 6 or below then the NPS score would be -100. However, if all of your customers gave you a score of 9 or 10 you would achieve a NPS score of 100.
Net Promoter scores are often averaging quite low. Fred Reichheld, in his calculation of 400 companies across 28 industries back in 2003 (HBR article “The One Number You Need to Grow”), found that the median Net Promoter score was just 16%.
Our NPS score
We sent our email questionnaire to all of our clients in which 27% of our clients kindly responded. The results were very positive with us receiving a very strong 83% NPS score. The scores found that 87% of respondents were classed as promoters and scored us between 9 and 10. This is a very positive score, especially as the study above demonstrated that the median score is just 16%.
I have placed a couple of comments that our clients kindly left with the scores below.
“Excellent customer service and friendly staff who are always happy to help and meet all our business needs.”
“Customer focused with an ability to listen.”
“Friendly, professional and cost effective. Service Master personnel go the extra mile in order to ensure that their service remains first class.
Unlike other cleaning companies, when Service Master win your business, they continuously deliver an excellent service week after week, year after year. They simply make it happen seamlessly without any fuss.”
“It is a very professional service, but also has that element of being very personal. Thank you”
“Professional friendly service, any problems are sorted out very quickly”
We would like to take this opportunity to thank all our clients who returned the online questionnaire, overall we are very pleased with the outcome and we will endeavor to take all comments on board to ensure you receive the continued level of service in the future which will hopefully see our NPS score rise even further.Back