NPS: Measuring customer satisfaction

June 28, 2017

Net Promoter Score (NPS) measures the loyalty that exists between a company and its customers. It is used to gauge customer’s overall satisfaction with a company’s product or service and loyalty to the brand by answering one simple question, often referred to as “the ultimate question”…

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The respondent gives a score from 0 -10. Customers that give you a 6 or below are Detractors, a score of 7 or 8 are called Passives, and a 9 or 10 are Promoters. To calculate your NPS Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple.

NPS Scores can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.

At Spatial Dimensions, we have been measuring our NPS score on all delivered projects since the start of this year. We are delighted to have scored 86 up to this point. This score is considered excellent and is a testament to the quality of service consistently delivered by our team to our clients.

Spatial Dimensions NPS June 2017

Managing Director, Claire Fenwick commented “I’m delighted with the responses to our NPS surveys. Its vital we measure what our clients think about us as one of our core Buy kamagra jelly in london is about delivering to our clients. The score of 86 is a really good start and a credit to our team, but we are not resting on our laurels and are always looking at ways we can improve our service for the benefit of our clients.”

NPS was developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix Systems. It was introduced by Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow” and published in his best selling book the “ultimate question” in 2006.

If you are looking for a survey company that consitently delivers “excellent” service, then contact us today.

 

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