Net Promoter Score (NPS) for Analyzing the Client Satisfaction

A

ajumon

Hi,

Did anybody implemented the NPS for analyzing the Client Satisfaction.

regards
Ajumon
 

Jim Wynne

Leader
Admin
Hi,

Did anybody implemented the NPS for analyzing the Client Satisfaction.

regards
Ajumon
I had never heard of it before, so for those in a similar condition, What is Net Promoter?

It seems to be a method for determining how many customers help to promote your business (by word of mouth, e.g.), and how many detract from it as a result of disgruntledness, and how to improve the situation.
 

Ajit Basrur

Leader
Admin
Hi,

Did anybody implemented the NPS for analyzing the Client Satisfaction.

regards
Ajumon

Hi Ajumon,

We are implementing Net Promoter Score (NPS) in our organization. Its a great tool to demonstrate Customer Loyalty (not Customer Satisfaction).

The main element of this loyalty rests in asking the customer the "Ultimate Question" - how likely is it that you would recommend XYZ (our company) to others" ?

Based on the answers, 3 categories are identified viz. Promoters, Detractors and Passives. When the overall results of customers are obtained a NPS is calculated by % Promoters - % Detractors.

I am attaching a pdf illustrating the concept. Btw, the link provided by Jim is the main website for this tool.

NOTE : I AM IN NO WAY PROMOTING THIS TOOL; I AM JUST A USER AND PROVIDING THIS INFO FOR THE BENFIT OF THE COVER.
 

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