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Our average Net Promoter Score is 89
We have once again followed up with our customers regarding satisfaction. More specifically, we asked customers who had bought something from us in the last six months: "On a scale of 0 to 10, how likely is it that you would recommend our company to a friend or colleague?"
Fortunately, a very large majority of them answered 10. From this simple inquiry, we calculate - as other companies do - the so-called Net Promoter Score (NPS).
How is the Net Promoter Score calculated?
The answers to the above question are classified into three groups for this purpose:
- Promoters (score 9-10):
These are the customers who enthusiastically recommend your company. They are extremely satisfied and loyal. - Neutrals (score 7-8):
These customers are satisfied but not enthusiastic. They are neither particularly loyal nor particularly dissatisfied. - Detractors (score 0-6):
These customers are dissatisfied and might rate your company negatively or recommend it to others. They are not loyal and could churn.
To calculate the NPS, we subtract the percentage of detractors from the percentage of promoters. The result is between -100 and +100, so a higher NPS value indicates a greater likelihood that customers will recommend us.
What does the Net Promoter Score mean?
The NPS is in itself more than just a simple number. The score provides insight into customer opinion and allows companies to quantify customer satisfaction and loyalty. From this, we can subsequently draw important insights:
- Delighted customers actually recommend us to others. As a result, we can benefit from a broader customer base.
- Detractors, on the other hand, provide valuable insights into areas where we can improve. This enables us to take targeted measures to increase customer satisfaction.
- A high NPS is considered an indicator of long-term customer loyalty. So we are likely to be allowed to do business with you for a longer period of time.
Benefits of the Net Promoter Score for customers
However, the NPS not only offers benefits to us as a company, but also to customers. Since we rely on customer feedback to improve our NPS, it leads to continuous improvement of products and services. Our partners thus benefit from even higher-quality offerings.
In addition, we use the NPS to better understand customer needs and also to offer personalized offers as well as services.
Conclusion
Overall, the Net Promoter Score is a valuable tool for measuring customer satisfaction and loyalty, helping us improve services and serve customers over the long term.
It's a concept that not only benefits businesses, but also improves the customer experience in the long run. And that's exactly what we want: That customers are satisfied with our work. What more could you want?
