If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or colleague?"
That's how you get to the Net Promoter Score, which is how many companies determine overall customer satisfaction.
It's a simple question, but deriving the score isn't quite as simple. For example, if you asked 100 customers and 80 of them gave scores of nine or 10, that doesn't mean your NPS score is 80%.
You also have to subtract the detractors—those who gave a score of six or lower.
This infographic by Marketo and Salesforce consultants Grazitti Interactive explains...
- The formula for determining your NPS score
- The different terms you need to know ("promoters," "passives," and "detractors")
- The ways NPS can help you determine customer loyalty and promote referral programs
On a scale of zero to 10, how ready are you to learn about NPS? Check out the infographic here:
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- World-Class Case Studies; Building Trust on the Internet | Marketing Smarts Live Show
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- B2B Marketers, the Customer Journey, and Sales | Marketing Smarts Live Show
- How B2B Marketers Can Leverage Voice of Customer for Business Growth | Marketing Smarts Live Show
- How to Deliver (And Improve) the Connected Customer Experience
- A 'Brand Differentiation Through Experience Innovation' Conversation: Allen Adamson on Marketing Smarts [Podcast]