To allow us to check how our customers think we’re doing, we use the NPS® (Net Promoter Score®) system.
What is NPS®?
Developed in America by Fred Reichheld 13 years ago, NPS® measures customer satisfaction by asking one simple question:
‘How likely is it that you would recommend Decorquip to a friend or colleague?’
Our customers then rate us on a scale of 1 (low) – 10 (high). The responses are then grouped in to 3 categories:
Promoters: 9 & 10
Passives: 7 & 8
Detractors: 0 – 6
We then calculate our NPS® score by taking the percentage of Detractors from the percentage of Promoters. The lowest score you can get is -100, and the highest score you can get is +100. We use a company called CustomerSure to calculate our score so we don’t have to do all the mathematics ourselves!
To quote netpromoter.com, extensive research has shown that your Net Promoter Score®, or NPS®, acts as a leading indicator of growth. If your organization’s NPS is higher than those of your competitors, you will likely outperform the market. You can find out more detail about NPS® on the two website links below.
So, what is our NPS®?
We’ve been measuring our NPS® since the middle of February this year. So far, we’ve had 261 responses, and our NPS® score is 83! Customers have given us some other great feedback as well – read some examples here.
But we’re not content with 83 – we want to lift it higher and higher! That’s why we’re investing in new staff, new manufacturing processes, and above all, honing our customer care team.
Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Compony, Inc., and Fred Reichheld.