Net Promoter Score.

How to calculate and use Net Promoter Score. For a video version: https://www.youtube.com/watch?v=H_XOL6WG4bE

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Transcript

1. An important KPI for Brands. It measures the customer experience and is seen as a predictor of brand growth. Net Promoter Score
2. Net Promoter Score 0 1 2 3 4 5 6 9 10 How likely is it that you would recommend [Service or Brand] to a friend or colleague? Not at all likely Neutral Highly likely 7 8
3. Net Promoter Score 0 1 2 3 4 5 6 7 8 9 10 How likely is it that you would recommend [Service or Brand] to a friend or colleague? Passives (7-8): Unenthusiastic, Satisfied, Might try competitors in the future. Passives
4. Net Promoter Score 0 1 2 3 4 5 6 7 8 9 10 How likely is it that you would recommend [Service or Brand] to a friend or colleague? Detractors (0-6): Unhappy, likely to spread negative messages via social and word-of mouth. Detractors
5. Net Promoter Score 0 1 2 3 4 5 6 7 8 9 10 How likely is it that you would recommend [Service or Brand] to a friend or colleague? Promotors (9-10): loyal, happy, repeat customers, likely to spread positive messages via social and word-of mouth. Promotors
6. Net Promoter Score 0 1 2 3 4 5 6 7 8 9 10 Passives Detractors Promotors % Promoters % Detractors = NPS -
7. Net Promoter Score Q1 - How likely are you to recommend a Homecoming to a friend or colleague?
8. Net Promoter Score Q1 - How likely are you to recommend a Homecoming to a friend or colleague? 20 15 38 Passives Detractors Promotors Total 73
9. Net Promoter Score Q1 - How likely are you to recommend a Homecoming to a friend or colleague? 20 15 38 Passives Detractors Promotors Total 73 % Promoters % Detractors = NPS -
10. Net Promoter Score Q1 - How likely are you to recommend a Homecoming to a friend or colleague? 20 15 38 Passives Detractors Promotors Total 73 20.55 % 52.05% % Promoters % Detractors = NPS - - = 31.51% NPS
11. How many respondents do I need for my NPS to be relevant? Net Promoter Score
12. Net Promoter Score Please tell us why you gave a <1-10> rating Why are people leaving your service/product?
 Why is your Product or Service Sticky?
13. Ways to improve your NPS NPS 1.Systematize your process for tracking NPS and reacting to it. 2.Empower your Team to engage with customers 3.Invest in Customer-Facing Employees
14. NPS Industry Professional services Technology companies Consumer goods and services Average NPS 43 35 43 Median NPS 50 40 50 Top quartile +73 (or higher) +64 (or higher) +72 (or higher) Bottom quartile +19 (or lower) +11 (or lower) +21 (or lower)
17. NPS: extensions • You can also measure employee sentiment, commonly known as employee net promoter score (eNPS). • eNPS measures how likely your employees will recommend your company as a place to work.
18. What gets measured gets managed