NET PROMOTER SCORE (NPS)
Общепринятый индекс удовлетворенности клиента, измеряющий готовность клиента рекомендовать услуги компании другим людям по десятибалльной шкале
Management tool that can be used to gauge the loyalty of a fi rm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is claimed to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. The tool aims to measure the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking
the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey. An NPS can be as low as -100 (every respondent is a «detractor») or as high as +100 (every respondent is a «promoter»). NPS scores vary across diff erent industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional
Management tool that can be used to gauge the loyalty of a fi rm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is claimed to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. The tool aims to measure the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking
the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey. An NPS can be as low as -100 (every respondent is a «detractor») or as high as +100 (every respondent is a «promoter»). NPS scores vary across diff erent industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional
Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement.
The truth is that when NPS is by itself, the number is meaningless.
Many companies measure NPS, but few use it to its fullest potential.
The truth is that when NPS is by itself, the number is meaningless.
Many companies measure NPS, but few use it to its fullest potential.
