19 Oct How we’re measuring our world-class customer service with Net Promoter Score
You may have come across the term ‘NPS score’ or ‘Net Promoter Score’ before, but what is it and how does it help organizations measure their customer experience?
Net Promoter Score (NPS) is a proven metric that provides core insights into the experience of customers. The score acts as a quantifiable measurement whereby organizations can determine how likely a customer is to recommend their brand or service to a friend or colleague. Respondents are asked to score the likelihood of this referral between 0 – 10 and are grouped as follows:
- Promoters (Score 9 – 10) These are loyal advocators of a brand or service who have no problem referring to others.
- Passives (Score 7 – 8) These customers tend to be unenthusiastic and can often be susceptible to competitive services.
- Detractors (Score 0 – 6) Customers in this group are unhappy with the service provided and are likely to fuel negative word of mouth.
To generate your Net Promotor Score, subtract the percentage of detractors from the percentage of promotors. NPS scores can range anywhere from -100 to 100.
While the guidelines for what a good NPS score looks like can vary between industries, it is widely accepted that the below benchmarks are a strong indication of performance.
- Above 0 – Good
- Above 20 – Very Good
- Above 50 – Excellent
- Above 70 – World Class
At ASAP, we have consistently maintained a Net Promotor score of above 70 since we began tracking the metric at the end of 2021. Based on the thousands of responses that we’ve received in that time, we are proud to offer Estate Agents, property sellers, and buyers a world-class customer service experience.
To find out more about how Net Promotor Score works and how tracking it could benefit your organization, visit: www.netpromoter.com