Net Promoter Score: The Simple Customer Service Metric that Matters. Support Snap header

Net Promoter Score: One Customer Service Metric that Matters (#SupportSnap)

Measuring and tracking customer satisfaction doesn’t have to be complicated. It can be as simple as one question:

On a scale of 1-10, how likely are you to recommend our products and services to a friend or colleague?

This is called the Net Promoter Score, developed by Satmetrix, Bain & Company, and Fred Reichheld. Net Promoter is used worldwide to measure and improve the customer experience. And it’s simple enough to start using today.

Net Promoter Score illustration
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Send out an email or pick up the phone and start asking your customers that very simple question. Here’s what their answers mean:

9-10: Promoters

These are your cheerleaders. Use them. Love them. Take care of them. These are the customers who want to give you testimonials, referrals, and glowing recommendations. Don’t neglect them!

7-8: Passives

These customers are satisfied. They’re not delighted and they’re not enthusiastic. And they may be vulnerable to the charms of your competitors. Your goal is to move these Passives up the scale to Promoters. Start by asking them what they need from you.

0-6: Detractors

These are unhappy customers. You may or may not hear from them directly, but they’re the ones complaining about you to their friends, and they’re doing damage to your company and its growth. Talk to them. Listen to their concerns and find out how you can improve their experience.

Poll your customers every quarter to track your progress, and don’t be satisfied until they are 100% Promoters!

Net Promoter is a powerful management philosophy: both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business.

You can read more about the Net Promoter system here. Satmetrix offers Net Promoter Certification courses and consulting services, and I haven’t used any of those so can’t tell you if they’re worth the money. ¬†What I do know is you don’t need to spend a penny to get started talking to your customers! Keep it simple and Snappy; use this¬†philosophy to improve your customer experience today.




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