NPS = Net Promoter Score = % of promoters – % of detracters
When working on my webinar on retention and how to improve loyalty, I stumbled upon this metric. I had used it informally without realizing there was a branded metric out there. You can get certified in it. There are entire conferences dedicated to it. It is featured in the book – The Ultimate Question. And, there are several blogs which focus on it. [Boiling it down...it means asking customers whether they would refer you to a friend.]
Here are some scores from the top performing companies:
Not too surprising, but there weren’t any healthcare companies on this list.
So, are you capturing this today? This is a simple predictor of loyalty and satisfaction.