The annual Net Promoter Conference is this week in New York. Unfortunately, I couldn’t attend due to some client projects. But I still want to weigh-in on Net Promoter, since I get a lot of questions on the topic.
- What is the Net Promoter Score (NPS)? Using a survey question like “How likely are you to recommend <COMPANY> to a friend and colleague?” respondents are categorized as “Promoters,” “Detractors,” or “Passives.” The Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
- Is NPS a good thing? Yes, if used correctly. No, if used incorrectly.
- Is NPS really “The Ultimate Question?” No, it’s only one customer input of many that are needed in a Voice of the Customer (VoC) program.
- What is the biggest problem in Net Promoter programs? Companies focus on the “metric” instead of the improvement process fueled by the metric.
- What is the big change in Net Promoter? Companies have focused primarily on eliminating “Detractors” but more companies are looking at creating and empowering “Promoters.”
Here are some posts about Net Promoter (and more broadly around VoC programs) that you may want to read:
The bottom line: It’s time to start creating Promoters.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.