Net Promoter Score: Gauge the Status of Your Product

Net Promoter Score is a one-question survey asking how likely someone is to recommend your product to their friends or colleagues. Based on those results, there are a number of things you can do with that data. You may need to triage unsatisfied customers, engage with passive customers and leverage your promoters for marketing efforts.

What You Will Learn:

- How to implement Net Promoter Scores in WordPress
- What scores mean & how to evaluate them
- Next steps for how to work with your customers
- Ways to leverage your happiest customers

Transcript

1. NET PROMOTER
   SCORE: GAUGE
   THE STATUS OF
   YOUR PRODUCT
   @TESSAK22 SLIDO.COM #WCPHX
   

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2. ABOUT ME
   • Love Obsessed with Dogs
   • Shoot Archery
   • Passionate about teaching others
   TESSA KRIESEL
   HEAD OF DEVELOPER COMMUNITY
   Twitter
   

   FOUNDER / CONSULTANT
   Devocate
   @TESSAK22 SLIDO.COM #WCPHX
   @tessak22
   

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3. ONE QUESTION
   On a scale of 0 to 10, how likely are you to recommend this
   company’s product or service to a friend or a colleague?
   @TESSAK22 SLIDO.COM #WCPHX
   

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4. APPLYING THIS IN WORDPRESS
   @TESSAK22 SLIDO.COM #WCPHX
   

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5. @TESSAK22 SLIDO.COM #WCPHX
   

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6. THE MATH
   Number of promoters − Number of detractors
   Number of responses
   100
   

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7. YOUR SCORE
   The score is a whole number that ranges from -100 to
   100, and indicates customer happiness with your brand
   experience.
   Most companies have scores around 31 to 50, but that
   can vary by industry.
   View Industry Benchmarks
   

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8. DETRACTOR
   @TESSAK22 SLIDO.COM #WCPHX
   This typically represents unhappy customers who did not have a positive
   experience and are unlikely to buy from you again or recommend you in
   the future.
   

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9. PASSIVE
   @TESSAK22 SLIDO.COM #WCPHX
   They generally had a good customer experience, but are not positive advocates of
   your business.
   

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10. PROMOTER
    @TESSAK22 SLIDO.COM #WCPHX
    These are the most loyal customers and are key to good word-of-mouth and
    advocacy.
    

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11. ABOUT ME
    • Love Obsessed with Dogs
    • Shoot Archery
    • Passionate about teaching others
    TESSA KRIESEL
    HEAD OF DEVELOPER COMMUNITY
    Twitter
    

    FOUNDER / CONSULTANT
    Devocate
    @TESSAK22 SLIDO.COM #WCPHX
    @tessak22
    

    View Slide