Measuring Your Company’s Success – Net Promoter Score
In a recent CEO roundtable meeting, the question was asked – What is the best way to measure what our customers think of us? The usual idea of a customer survey was thrown out there. How many customer surveys have you taken in your life, how many have you taken a pass on and how many have you started and not finished?
What if you could use a single question to not only measure what your customers think of you but also your employees, stakeholders and referral partners? Now take the answer to that question and be able to determine the potential for your company’s success based on the score.
The #1 question to ask is: “How likely is it that you would recommend Company X to a friend or colleague? Using a score of 1-10, your end total score will put everyone into one of three categories:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive
- Detractors (score0-6) are unhappy and who can damage your brand and impede growth through negative word-of-mouth
To learn more about calculating your visit: Net Promoter Score