Net Promoter Score (NPS)
For the Net Promoter Score, NPS for short, the customers of a company are divided into three categories: Promoters, Passives and Detractors. The central question for NPS is: “How likely is it that you [your company] will recommend it to friends, family or colleagues? The answers are recorded on a scale of 0 to 10 points and categorised as follows:
Promoters (9-10 Points)
and help you to acquire new customers
Passive (7-8 Punkte)
Detractors (0-6 Punkte)
malpractice in the workplace
How can we help you?
However, NPS alone does not provide you with a basis for targeted improvement measures. We provide NPS in combination with a root cause analysis, with integration of customer, process and company data as a complete system with dashboards. In this way, NPS evaluations can be systematically linked to causes and suggestions for improvement.
(time, money, effort etc.) in the belief that those
investments will enhance the relationship.”
creator of Net Promoter System
Why promoters are so important
Loyal customers are essential for your business. It is not only the money a customer spends that counts; his enthusiasm and the things he tells others about your company are at least as important. Promoters will continue to do business with you, which is 5 times cheaper than winning new customers. Promoters are more involved, they love to help you and give you useful feedback about your company. A 2% increase in customer loyalty corresponds to a cost reduction of 10%.
They provide feedback and ideas