How To Improve Your Score
Ask the Ultimate Question in a regular, systematic, and timely fashion. Track and publicize the answers, then put the information to work right away. A company's Net Promoter Score (NPS) helps corporate leaders define their companies' real mission and hold their people accountable for building great customer relationships - the only path to prosperity and true growth.
"Act Upon" the Three Groups of Customers
Grouping customers into these three clusters -
promoters, passives, and detractors - provides a simple, intuitive scheme that accurately
predicts customer behavior. Most important, it's a scheme that can be acted upon. Frontline
managers can grasp the idea of increasing the number of promoters and reducing the number
of detractors a lot more readily than the idea of raising the customer satisfaction index
by one standard deviation.
Tune Your Company's Growth Engine
The ultimate test for any customer-relationship metric is whether it helps the organization
tune its growth engine to operate at peak efficiency. Does it help employees clarify and
simplify the job of delighting customers? Does it allow them to compare their performance
from week to week and month to month? The notion of promoters, passives, and detractors
does all this, and helps companies turn into
Net Promoter Stars.
Increase Promoters and Decrease Detractors
But the business goal here isn't merely to delight customers, it's to turn them into
promoters - customers who buy more, and who actively refer friends and colleagues. That's
the behavior that contributes to growth. A company seeking growth must increase the
percentage of promoters and decrease the percentage of detractors. These are two distinct
processes that must be managed, and net promoter scores capture both.
