Net Promoter Community: Message List - What is a good NPS score?

Re: What is a good NPS score?

info@netpromoter.com — Tue, 07 Sep 2010 18:01:23 GMT

thanks for your answer and atending to your question:

1. I'm measuring the loyalty in all the contact channels for customer service

2.The sample is consistent, it doesn't change month to month

3. Telco

4. I'm measeuring a single market

Re: What is a good NPS score?

info@netpromoter.com — Tue, 07 Sep 2010 16:23:27 GMT

NPS can be quite volatile. This may be driven by a number of different factors such as industry space, sample, element being measured.

What you need to consider is:

1. Are you measuring overall loyalty or a specific touchpoint?

2. Is your sample consistent over time - or does it's constituent parts change month on month?

3. In which industry space does your company work?

4. Are you measuring a single market or multiple countries?

Depending on your answer to these questions, that could provide an explanation for the volatility of your score.

We do also recommend (!) that you measure over time and look at the overall trend.

Alison Davidge

Senior Manager, Net Promoter Programs

Satmetrix

Re: What is a good NPS score?

info@netpromoter.com — Tue, 07 Sep 2010 15:36:53 GMT

I would like to know if the behavior of the Net Promoter Score is erratic or stable? because we have been measuring this indicator by 4 months and each month shows very different results having a monthly deviation greater than 10% month to month

Re: What is a good NPS score?

info@netpromoter.com — Tue, 07 Sep 2010 12:56:39 GMT

There are two ways of understanding competitive performance.

1. Use external benchmarks that have been gathered from panel data (e.g. B2C benchmarks on this site)

2. You can also add in some competitive questions into your own survey - this is often used within B2B. Ask your customer to name a 2nd supplier that they work with most (after their dealings with your company) and you can ask some questions around competitive performance. Be aware though that as these are your customers, you may see lower scores for competitors than you would in an external benchmark.

Alison Davidge

Senior Manager, Net Promoter Programs

Satmetrix

Re: What is a good NPS score?

info@netpromoter.com — Thu, 20 May 2010 23:11:26 GMT

Hello,

I think if you use Top-Down NPS, the best way to consider a good NPS is to compare your number versus the number of your competitive set.

But, in Bottom-UP NPS methodology (touchpoint by touchpoint) i developed a scale to bring me four indicators (Excellence Zone - between 75% and 100% / Quality Zone - between 50% and 75% / Improve Zone - Between 0% and 50% / Critical Zone - under of 0%).

I think it is the best way to translate the number for all managers and employees of your companie.

In Bottom-UP NPS, you haven´t comparisons and will use the indicator just to listen the voice of customer about your products and services.

This number need to drive you to action.

If you need some information about, tell me by email.

Hugs.

Re: What is a good NPS score?

info@netpromoter.com — Thu, 20 Aug 2009 14:40:59 GMT

Roby:

You are right to hypothesize that this question has been addressed before.

Here's a link to one prior version of this question: http://www.netpromoter.com/netpromoter_community/message/1926#1926

You'll find that the question comes up in several forms, but the answer always comes down to this: What matters is your score RELATIVE TO the relevant competitive set from which your customers make purchase decisions. If your score is the best among those companies from whom your target customers would reasonably be choosing, then you're the leader and you should strive to widen the gap. If it's the worst in your business, then it's highly likely you will lose market share (if you aren't doing so already), so narrow that gap fast...

Here's a description of how to think about this: Relative NPS

Rob

Partner

Bain & Company, Inc.

Re: What is a good NPS score?

info@netpromoter.com — Mon, 25 Jan 2010 13:12:13 GMT

65% and you are doing something special.

Re: What is a good NPS score?

info@netpromoter.com — Wed, 02 Dec 2009 19:44:09 GMT

Where/how can you find out competitor scores or should you be doing a sample of those with your NPS research?

What is a good NPS score?

info@netpromoter.com — Wed, 12 Aug 2009 02:20:25 GMT

I'm a new user of NPS. This may have already been discussed in previous threads but I wonder how do I know if my NPS score is good or bad??