Net Promoter Score is a metric coined by Fred Reichheld and Rob Markey to ascertain how satisfied customers are with your product or service. You get your Net Promoter Score by asking one simple question:
How likely would you be to recommend my company, my product or my service to your friends, your colleagues or your family members?
Based on your score you divide your customers into three groups:
- Promoters
- Passives
- Detractors
Here is a video where Rob Markey talks about NPS.
NPS provides a wonderfully simplistic metric that can not only be used to gauge how happy your customers are.
For instance how many of your employees would recommend you? How many members of your community would recommend you?
Interestingly Mashable had an article this week charting 5 ways you can use social media to turn your customers into Brand Ambassadors, or Promoters if you will.
- Be Fast – When people turn to social media to complain, they want a response and they want it fast, often inside an hour. The quicker you are the better, even if it's only to say thanks for getting in touch, I'll personally look into this for you.
- Be Visible – When it comes to servicing customers, in most instances it's better to do so in the public domain. Like you're always told at school, it's good to ask questions because chances are lots of others will have the same one. So give your help and advice in public and you'll probably be helping many others who just haven't asked yet.
- Be Consistent – Apply the same solution to the same question, regardless of where they're posted.
- Be Organised – To achive the first three you need to be well organised, especially as to do things well will require a team of you working together.
- Be Human – The beauty of social media is it allows humans to talk to humans one to one. People aren't an account number, just as you're not a faceless employee. Take advantage of the human nature of social media to really connect.
How can you use social media to turn customers and employees into Promoters? Do you measure your NPS?
Pingback: 5 steps to use Facebook subscribe to increase your traffic | Adi Gaskell says...
A massively underused metric. It's so simple to collect, yet so very powerful at reflecting how engaged people are with what you do.
Sounds like an interesting concept. How do you work out your Net Promoter Score?
It's really straightforward Nigel. It's essentially one question that asks people to rate on a scale of 1-10 how likely they'd be to recommend you to their friend/colleague.
http://www.netpromoter.com/np/calculate.jsp has a bit more information.
That is simple. Might have to give that a go, thanks.
Great stuff. Let us know how you get on.
Can't say I'd ever come across this before but it looks really good, and really simple to implement. You could see it being used in so many different ways.
The NPS is deemed a valuable metric for gauging sentiment of the customer base. Because it is a survey, an NPS provides sentiment via a sampling of an organization’s customer base, typically with a10 percent to 15 percent response rate.