Net Promoter Score.

How to calculate and use Net Promoter Score. For a video version: https://www.youtube.com/watch?v=H_XOL6WG4bE

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Transcript

1. An important KPI for
   Brands. It measures
   the customer
   experience and is
   seen as a predictor
   of brand growth.
   Net Promoter Score
   

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2. Net Promoter Score
   0 1 2 3 4 5 6 9 10
   How likely is it that you would recommend
   [Service or Brand] to a friend or colleague?
   Not at all likely Neutral Highly likely
   7 8
   

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3. Net Promoter Score
   0 1 2 3 4 5 6 7 8 9 10
   How likely is it that you would recommend
   [Service or Brand] to a friend or colleague?
   Passives (7-8): Unenthusiastic, Satisfied,
   Might try competitors in the future.
   Passives
   

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4. Net Promoter Score
   0 1 2 3 4 5 6 7 8 9 10
   How likely is it that you would recommend
   [Service or Brand] to a friend or colleague?
   Detractors (0-6): Unhappy, likely to spread
   negative messages via social and word-of mouth.
   Detractors
   

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5. Net Promoter Score
   0 1 2 3 4 5 6 7 8 9 10
   How likely is it that you would recommend
   [Service or Brand] to a friend or colleague?
   Promotors (9-10): loyal, happy, repeat
   customers, likely to spread positive messages via
   social and word-of mouth.
   Promotors
   

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6. Net Promoter Score
   0 1 2 3 4 5 6 7 8 9 10
   Passives
   Detractors Promotors
   % Promoters % Detractors = NPS
   -
   

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7. Net Promoter Score
   Q1 - How likely are you to recommend a
   Homecoming to a friend or colleague?
   

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8. Net Promoter Score
   Q1 - How likely are you to recommend a
   Homecoming to a friend or colleague?
   20
   15 38
   Passives
   Detractors Promotors Total
   73
   

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9. Net Promoter Score
   Q1 - How likely are you to recommend a
   Homecoming to a friend or colleague?
   20
   15 38
   Passives
   Detractors Promotors Total
   73
   % Promoters % Detractors = NPS
   -
   

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10. Net Promoter Score
    Q1 - How likely are you to recommend a
    Homecoming to a friend or colleague?
    20
    15 38
    Passives
    Detractors Promotors Total
    73
    20.55 %
    52.05%
    % Promoters % Detractors = NPS
    -
    - = 31.51% NPS
    

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11. How many respondents do I
    need for my NPS to be
    relevant?
    Net Promoter Score
    

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12. Net Promoter Score
    Please tell us why you gave a
    <1-10> rating
    Why are people leaving your service/product?

    Why is your Product or Service Sticky?
    

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13. Ways to improve your NPS
    NPS
    1.Systematize your process for tracking
    NPS and reacting to it.
    2.Empower your Team to engage with
    customers
    3.Invest in Customer-Facing Employees
    

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14. NPS
    Industry
    Professional
    services
    Technology
    companies
    Consumer goods and
    services
    Average
    NPS
    43 35 43
    Median
    NPS
    50 40 50
    Top
    quartile
    +73 (or higher) +64 (or higher) +72 (or higher)
    Bottom
    quartile
    +19 (or lower) +11 (or lower) +21 (or lower)
    

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17. NPS: extensions
    • You can also measure employee
    sentiment, commonly known as
    employee net promoter score (eNPS).
    
    • eNPS measures how likely your
    employees will recommend your
    company as a place to work.
    

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18. What gets
    measured
    gets
    managed
    

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