How To Calculate Your Score
- Ask Just One Simple Question
- The Net Promoter Score (NPS)
- The Link To Long-Term Corporate Growth
- Standard Industry Net Promoter Data
How To Calculate Your Score
Conventional accounting can't distinguish a dollar of good profits - the kind that lead to growth - from a dollar of bad profits, which undermine it. A wholly new kind of measurement - the Net Promoter Score (NPS) - can focus an entire organization on improving every customer's experience day in and day out. The process is both simple and radical. Just as managers now use financial reports to make sure they and their team members are meeting profit goals, they can use this new metric to make sure they are meeting customer-relationship goals. Therein lies the path to true growth. This website provides a primer to help you learn how to calculate your company's NPS. (For a more thorough explanation, see Chapter 1 and 2 of The Ultimate Question.
Ask Just One Simple Question
One simple question - Would you recommend us to a friend or colleague? - allows companies to track their NPS, which is the single most reliable indicator of a company's ability to grow. More
Net Promoter Baseline
This Satmetrix offering gives companies an understanding of their current NPS as well as insight into what factors can drive changes in the score. For more information: Contact Satmetrix
The Net Promoter Score (NPS) Calculation
To calculate your company's NPS, take the percentage of customers who are promoters, and subtract the percentage who are detractors. More
2008 Net Promoter Industry Reports
The 2008 Net Promoter Industry Reports include NPS and supporting data for major players in several business sectors, including Financial Services, Telecommunications, Hi-Tech, and Online Services.
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Data Collection Methodology
As part of research into customer loyalty and growth, Reichheld looked for a correlation between survey response and actual behavior - repeat purchases and recommendations - that would ultimately lead to profitable growth.
Winners and Sinners by Industry
See not only the winners, but also the sinners for selected industries within the United States and United Kingdom as referenced in Fred Reichheld's Net Promoter book.
