Telnet recognises the huge value that organisations gain by knowing how their customers feel about them. It is for this reason that we work to improve customer satisfaction and loyalty by using Net Promoter Scores. We also offer NPS to our clients as part of our service.
How does NPS work?
NPS asks the ultimate question: How likely is it that you would recommend <company name> to a friend or colleague?
By asking customers why they would or wouldn’t recommend a company’s products and services, businesses can pinpoint specific opportunities for improvement. Changes can then be made based on what will make the greatest impact on both customer loyalty and business performance. The link between customer loyalty and business growth is well established.
The Net Promoter Score℠ is calculated as shown in the diagram below:
For more information on NPS – http://www.netpromotersystem.com/
What is a good result?
The most important measure in determining what is a good result is to compare the organisation’s NPS relative to that of its direct competitors across relevant product markets and geographies. Those organisations that are consistently getting higher NPS results than their competitors and building greater customer loyalty arguably have a distinct advantage in the market they operate in.
Below are some results of 2013 benchmarking that demonstrate the range of NPS across various Industries.
Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld