Net Promoter Score: What it is and why we do it

How is a business’ Net Promoter Score calculated?

NPS scores are measured with a single question survey ‘How likely would you be to recommend [company name] to a friend or colleague?’ You’re then presented with a scale from 0 to 10 which looks a little like this:

• Detractors - If you give a 0-6 rating you’re known as a detractor This tells the company that you’re unhappy with their services and would readily tell people not to purchase from them.
• Passives - If you leave a 7 or 8 this suggests you’re satisfied with the company but not happy enough to readily recommend them to everyone you meet.
• Promoters - If you give a company a 9 or 10 this means you’re typically very happy with the service you receive, you’re very loyal and would enthusiastically recommend them to others.

Once the results are in, a company will subtract the percentage of detractors from the percentage of promoters giving them a final score out of 100.

Why is it important to Reflect Digital?

At Reflect, we’ve recently introduced a regular NPS programme to our customers because we’re looking to use the score and feedback to help us improve our services. We’ll request an NPS rating from all client contact accounts once a quarter, giving them the opportunity to disclose how they’re feeling about us at that time.

This feedback is then used quarterly to track our customer satisfaction and will inform our team of what is working and what isn’t so that we can make data-led decisions about new schemes, processes and more, all of which can be used to adapt our approach and ensure you, as our clients are getting the best out of us.