I will content Cyprus Mobile Number List with summarizing the Net Promoter Score in a few lines. Basically, it is an indicator to measure customer satisfaction: this indicator seeks to discriminate satisfaction according to the level of recommendation that your customers will be ready to give about you. Concretely, a company asks its customers to rate its services from 0 to 10. Until then, it looks like elementary school! It is the use of this score that increases the value of the NPS: the score is highly discriminating. 3 types of customers: promoters, neutrals and detractors Your client notes you: 10 or 9, your client is a promoter of your company

or product, convinced of the added value on which you ask him (eg: consulting mission, telephone reception, experience of delivery etc.); 8 or 7, your client will remain neutral in the event of a question from his network about your company and will not spontaneously quote you to recommend you; 6 or less, this customer will be deemed to be a detractor. In case of question, it will tend to give more disadvantages than advantages to being in connection with your business. NPS rating from 0 to 10 The calculation of the Net Promoter Score is a strong indicator Once this first filter is applied, we already lose the effect “by means of

What Is The Correct Score

the average”. No more talk about “with 6, we are above the average”! We then proceed to a highly scientific calculation … which has the immense virtue of focusing on the true voices of the customer: those who praise the services of a company (promoters) and those who advise against them (detractors)! So, we apply the following formula: NPS calculation formula We note that the formula neutralizes respondents from the “middle” (precisely the neutral ones). The two bounds of the formula are therefore: 100: All of your customers love you and are ready to say it. They score you exclusively between 9 and 10, so you total a


score of 100. Customer love – say it with flowers – 100: there, less luck, all your customers hate you … Customer love – sometimes that’s not enough What is the correct score? This is the question we asked ourselves, obviously. But before that, we saw some limitations to using NPS. Limits intrinsic to NPS Why “intrinsic”? Because these limits only depend on elements related to the method. The first limit comes from the representativeness of your respondents. Even if you offer all your customers to take these surveys, you won’t get a 100% response. The second limit comes from the type of fundraising you set up. A collection via

Limits Intrinsic To Nps

an online questionnaire will allow you to have a score, of course, but you will lose the qualitative richness of the dialogue at the time of the evaluation. In addition, the person who collects, despite all his professionalism, will have a bias in his collection. The Net promoter Score in B to B This is more of an “extrinsic” limitation to the method, which comes from the environment in which the method is applied. B to B is often distinguished from B to C by a more limited customer base and longer relationships (and more complex or richer, it depends) with its customers. In B to B, the first indicator of customer satisfaction is the

length of the relationship and the volume of contracts (in terms of amount and renewal). Concretely, if you operate in multi-year markets on a potential market of 20 clients, the NPS will probably be useless as such because all the players know each other. You will be able to have an indication of the satisfaction of your customers (among the twenty) for example thanks to the number of product co-design projects, the amounts of R&D in partnership. If, however, you want to expand your market share (especially by comparing yourself to other players), or more methodically improve your perceived value over time, NPS can be useful.

Leave a Reply

Your email address will not be published.