NPS scores are measured with a single question survey ‘How likely would you be to recommend [company name] to a friend or colleague?’ You’re then presented with a scale from 0 to 10 which looks a little like this:
Once the results are in, a company will subtract the percentage of detractors from the percentage of promoters giving them a final score out of 100.
At Reflect we’ve recently introduced a regular NPS programme to our customers because we’re looking to use the score and feedback to help us improve our services. We’ll request an NPS rating from all client contact accounts once a month, giving them the opportunity to disclose how they’re feeling about us at that time.
This feedback is then used monthly to track our customer satisfaction and will inform our team of what is working and what isn’t so that we can make data-led decisions about new schemes, processes and more, all of which can be used to adapt our approach and ensure you, as our clients, are getting the best out of us.
It’s time to move the game on.
To find out how we can help you take your business to the next level, contact our friendly and expert team today.
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