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What is Net Promoter Score (NPS)®?


Net Promoter® is a customer feedback methodology (and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix).

The NPS® can be calculated via The Ultimate Question.

The 'ultimate question' (UQ) is an established method of gaining feedback from clients. The UQ asks on a scale of 1 to 10 (10 being the most likely) what are the chances the client will recommend the services received to a family member or friend.

If the client responds with a mark of 9 or 10 they are asked a subsequent question of what did we do well. Such respondents are called promoters. If the client responds with a mark of 6 or below they can be asked the subsequent question of what one or two things can we do to improve. Such respondents are called detractors.



Scoring



The NPS® is used by a vast array of companies. They score their feedback responses and use it to establish growth of their company.

Depending on the score a responder provides they are classified as follows:

0-6 = "Detractors"
7-8 = "Passives"
9-10 = "Promoters"



The net promoter® is calculated by subtracting the percentage number of detractors from the percentage number of promoters.



Example



So if 20 people give you a mark of 10 and 10 people give you a mark of 6 your NPS® is calculated as follows:

Promoters calculation: 20/30 x 100 = 66.6% (please note that 30 is the total number of feedbacks)
Detractors calculation: 10/30 = 33.3 = 33.3%

So the NPS is 66.6 - 33.3 = 33.3%




Gaining growth - how it works


When an organisation receives a feedback score and the accompanying reason for the score, it can focus on any improvements that are required.

Once the improvements have been made, subsequent scores should improve and increased custom/satisfaction should follow.



The Make-feedback Reports


The Make-feedback system provides a variety of reports that relate to The Ultimate Question (UQ) and the Net Promoter Score (NPS)®.

Users can view reports based on individual units, groups of units or an organisation as a whole. The user can choose any time period they wish, therefore, projected improvements can be measured from period to period.

Reports can also show promoters, detractors and passives again for each level of the organisation as well as time periods of their choice.

These reports can be viewed online, via an app, or can be exported to an excel file in presentation form.