Designed to help businesses to efficiently and often receive critical feedback from their customers, the Net Promoter Score (NPS) is different from other surveys of customer satisfaction and business results long minimal. Used to drive increased customer loyalty and profitability, this survey is the first of a six part series on "Survey Strategies to Grow Your Business." Created by Fred Reichheld of Bain consultant after many years of customer satisfaction research, NPS methodology focuses on responding to questions about how likely you would recommend this company to a friend or colleague. This is the best measure of whether or not the customer will come back and refer your business to others in the future NPS survey was distributed by phone or online for your customers. Surveys can be conducted on a regular basis or as soon as a business transaction, depending on whether or not the customer is interacting through long-term or one-time dealings.The following approach is used to calculate the Your company's Net Promoter Score: "On a scale of 1-10, how likely you would recommend [Company Name] to a friend or colleague" Promoters (9/10):? Customers has been a strong supporter and not just going back to your business, but your customers will bring better future.
Passive (7/8): Customer has no strong feelings about your company. If no better option out and it was comfortable, they will continue to do business with you. Detractors (6 or less): Customer fun and actively spreading negative comments about your business every time they get the chance (and the other from your potential customers). Net Promoter Score: this score can be calculated by subtracting the percentage of Detractors from the percentage of Promoters. Formula to remember is NPS =% Promoters -? Tractors.Asking a follow-up question based on customer response is also a good idea. Here are some examples to ask each group a specific value: Promoter: What specifically would you say to someone to get them to work with us? Rela: What will it take for you to judge us 9 or 10? Detractors: Is the main reason for your score no matter what the case, if the customer is not satisfied, ask them if they would be interested in having someone in the company to follow their problem directly.
Here Some interesting statistics about Net Promoter Score and Business Growth: Some industry has a large NPSs between 0 and 20. The most successful growth companies in the world (such as Apple and USAA) has a score between 50 and 85. Some industries (such as airlines and credit card) has a negative value. A 5% increase in customer retention is usually translated into a 25-100% increase in revenue, as found by the survey Bain Consulting.Take see Synotac own initiative, the State Business Owner, and receive access to exclusive research on what it means to be a business owner in 2012. You can also win a chance to $ 150 Amazon gift certificate.