I love the Net Promoter Score (NPS) and defend it regularly against criticism. Many of the critics comes from the customer survey industry, who it must be said have a vested interest, a regular single question sort of makes they long annual surveys and expensive analysis redundant. My defence is primarily on the grounds of action – a monthly or quarterly NPS score is easy to understand and galvanises action in the company to improve. My experience is that if used with rigour it can live up to the title Frederick Reichheld gave the article in the Harvard Business Review where he first highlighted his thinking – “The One Number You Need to Grow.” Using the NPS also allows for comparison across competitors and sectors, giving the score much more validity with staff and customers. I use to work at itlab and take some of the credit for starting them off on their NPS journey. When we began, the NPS was below zero and just as I left, the survey returned a score of 55. It is great to see their progress continues. Below is an extract from their quarterly newsletter. Well done people!
The magic number that keeps growing
As you know, we run a very tight ship when it comes to meeting standards and offering great service. That’s why we continue to use Net Promoter to measure our success.
The results from last quarter (53%) put us above software giants, banks and American Express! This time around we’ve managed to hit a truly world class 76%. This puts us right up there with global service leaders like Apple and Google, and leaves the average score across all sectors (37%) in the dust.