March 13, 2014

Celebrating a Net Promoter Score of 67!

In our most recent Client Satisfaction Survey, Schaaf-PartnerCentric received a Net Promoter Score of 67.

To put that into perspective, any score over 50 is considered strong. The Net Promoter Score is used to gauge customer loyalty and satisfaction. NPS leaders include Apple laptop (76), Amazon (69), Southwest Airlines (66). Even Netflix, which in recent years has suffered some public missteps, scored a 50 in its most recent NPS survey.

Here’s our infographic to help you understand how to calculate your company’s Net Promoter Score:

NetPromoterScoreInfographic

Schaaf-PartnerCentric sends out a survey to clients twice a year to assess client satisfaction and obtain a Net Promoter Score from each client.

“Our NPS score indicates that our clients have a high level of comfort with our team and the services we provide,” said Schaaf-PartnerCentric CEO Brook Schaaf. “It’s very gratifying to know that our clients trust us enough to recommend our work to friend and colleagues. In fact, client referrals is one of the top ways we gain new clients.”

The Net Promoter Score is achieved by asking a simple question – How likely are you to recommend [insert company name here] to a friend or colleague? Answers are given on a scale with 1 to 10 (with 10 being the highest rating).

Based on the answer to that question, customers fall into one of three categories: Promoters, Passives, and Detractors. Promoters, those whose answer fell between 9 and 10) are your loyal customers. Passives, those whose answers fell between 7 and 8) are satisfied but unenthusiastic customers. Detractors, those whose scores fell between 0 and 6) are unhappy customers who might leave and who can damage your brand through negative comments.

“We find this survey to be an important way for our clients to communicate their level of satisfaction with our services,” said Julie Ávila, Schaaf-PartnerCentric’s Director of Affiliate Management. “Even after all of the other ways we’re communicating with our clients, it’s really important to ask: ‘Are you comfortable enough with us to recommend our services to others?’ and to listen to what clients are saying.”

To calculate your Net Promoter Score, take the percentage of customers who are Promoters and subtract the percentage who are Detractors. As an example, let’s say you receive 100 responses to your Net Promoter Score survey. Of these, 70 respondents are promoters, 20 are passives and 10 are detractors.  Calculate the percentages: 70% are promoters, 20% are passives and 10% are detractors. Subtract detractors (10%) from promoters (70%) and you get your Net Promoter Score, which is 60.

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