What is it and why do we need it? Download our free guide to customer success.
One of the most effective ways to measure customer loyalty and satisfaction is NPS, a survey tool which simply asks whether or not someone is likely to recommend your product or service to someone else.
"Detractors" are those who give a score of six or lower, and as you might be able to guess from the name, they are unlikely to promote your business to other people.
"Passives" are those who give a rating of seven or eight. They are relatively satisfied but may move to a competitor if they receive a better offer.
"Promoters" are those that give a score of nine or 10 – they are likely to promote your business to friends and colleagues.
percentage of detractors from the
percentage of promoters. Then, represent that number as a whole number instead of a percentage.
A score between
50 and 70 is
"excellent" and indicates that your organisation is enjoying plenty of positive referrals, while beyond
70 is considered "world-class."
Source: Retently March 2019
If you’re hunting for the
best talent and a recruitment partner that goes above and beyond – we’re here for you.