{"id":2389,"date":"2024-01-02T16:20:25","date_gmt":"2024-01-02T16:20:25","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2389"},"modified":"2026-02-19T12:26:02","modified_gmt":"2026-02-19T12:26:02","slug":"net-promoter-score","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/net-promoter-score\/","title":{"rendered":"Make the Most of Net Promoter Score"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Make the Most of Net Promoter Score<\/h1>\n                <div class=\"publish-date\">Published: January 2nd 2024<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">Your business is only as strong as its customer relationships. It\u2019s practically a law of physics; without customers, your organization fails. It follows that understanding your customers should be priority number one for any business. And for many years, at the heart of this problem, has been Net Promoter Score.<\/p>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"https:\/\/hbr.org\/2003\/12\/the-one-number-you-need-to-grow\" target=\"_self\" rel=\"noopener noreferrer nofollow\">Net Promoter Score was developed in the early 2010s by Fred Reichheld of Bain &amp; Company<\/a>, and has since become a widely used tactic for surveying customer sentiment.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Where other metrics measure sentiment, Net Promoter Score measures action. It does this by asking which customers are likely to actively promote your business to others.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>But, the story isn\u2019t as simple as that. Net Promoter Score, like all Customer Experience (CX) metrics, has its limitations. After nearly a decade in service, is it time Net Promoter Score was retired?<\/li>\n<\/ul>\n<p>In this blog, we examine what Net Promoter Score is, how it is calculated, and whether your organization should continue to use it. <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/customer-effort-score\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">We discuss the value of CX metrics, and how they can drive success for your business.<\/a><\/p>\n<p>Outstanding Customer Experience (CX) begins with effective reporting. Understanding your contact center KPIs and performance metrics is the first step toward elevating your customer contact. Ready to learn more? <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/keeping-up-with-the-kpis\/\" rel=\"noopener noreferrer nofollow\">Download Content Guru\u2019s whitepaper: <strong>Keeping Up With the KPIs: The Contact Center KPIs Key to Outstanding CX.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">What is Net Promoter Score?<\/h2>\n<p>The primary goal of Net Promoter Score is to predict customer loyalty; determining which customers are likely to stick with you in the long term, which are vulnerable to churn, and which are on the verge of dropping you.<\/p>\n<p>A customer likely to recommend your organization to others is one willing to put in the work to preserve and deepen a relationship. They like you, and they\u2019re prepared to take action to prove it. These are your up and cross-sell opportunities.<\/p>\n<p>On the other hand, a customer willing to actively condemn your business is a real threat to your future prospects. You need to act quickly to accommodate their needs, before they can defame you to potential future customers.<\/p>\n<p>Those in the middle could go either way. As long as you meet your service obligations, these customers are safe. But you could always do better; by offering a personalized service and tailored rewards, you could convert these customers into promoters.<\/p>\n<p>Part of the appeal of Net Promoter Score is how simple the NPS calculation is to execute. So, how is it done?<\/p>\n<h2>How to Calculate Net Promoter Score<\/h2>\n<p>The NPS Calculation is simple:<\/p>\n<p>Net Promoter Score asks customers how likely they are to recommend a company to their friends or colleagues. Customers are asked to grade the likelihood on a scale from 1 to 10.<\/p>\n<p>Those that respond with 6 or lower are detractors \u2013 they\u2019ll damage the reputation of your business. Those who respond with 7 or 8 are fond of you, but unlikely to sing your praises. Those who respond with a 9 or a 10 are your \u2018promoters\u2019 \u2013 they\u2019ll actively champion your business to others.<\/p>\n<ul class=\"rt-bullet-list\">\n<li>When you pose the question to customers, it\u2019s common to accompany it with an open-ended \u2018why?\u2019 Your customers might not offer a response; unless they have something they particularly want to say to your organization. <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/customer-satisfaction-surveys\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">In these cases, any feedback is good feedback.<\/a><\/li>\n<li>Collecting Net Promoter Score can be done over any channel, as long as you\u2019re equipped with the right omni-channel surveying tools. Posing the question over email and web-chat is simple enough, <a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/intelligent-customer-experience-automation\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\">asking over voice channels requires Natural Language Processing that will allow the customer to answer conversationally.<\/a><\/li>\n<li>The simplicity of the NPS calculation is key to its popularity. A single score, brought into an intuitive, <a href=\"https:\/\/www.contentguru.com\/en-gb\/products\/storm-cx\/journey-orchestration\/real-time-and-historical-analytics\/\" rel=\"noopener noreferrer nofollow\">real-time reporting interface<\/a>, can give you a complete picture of CX at a glance.<\/li>\n<\/ul>\n<p>Net Promoter Score is certainly popular, and with good reason. But, it might not be the best fit in every situation. Is Net Promoter Score still the best choice when it comes to CX surveying?<\/p>\n<h2><\/h2>\n<h2>Is Net Promoter Score Still Fit for Service?<\/h2>\n<p>Customer loyalty is difficult to pin down, and can change on a dime with service quality fluctuations. Net Promoter Score is no different; it tells you what your customers think, but not necessarily why they think it. Net Promoter Score might measure the customer\u2019s attitude to your product, rather than their opinion on your Customer Experience. Without a comprehensive reporting suite, Net Promoter Score is just a number.<\/p>\n<p>You need to be factoring in more than just Net Promoter Score:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/customer-satisfaction-surveys\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Customer Satisfaction (CSAT)<\/strong><\/a> \u2013 The most common Customer Experience metric. This asks customers, \u2018How satisfied are you with your experience\u2019, who answer on a scale from \u2018very satisfied\u2019 to \u2018very dissatisfied\u2019. Overall, a score beyond 50 indicates that most customers are satisfied with their experience. A score above 70 is a major achievement.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/which-metrics-matter-the-secrets-of-successful-customer-experience-measurement\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Value Enhancement Score (VES)<\/strong><\/a> \u2013 A relatively new metric, VES asks two questions, \u2018How successfully were you able to use our product\/service?\u2019, and, \u2018How confident are you with your purchase?\u2019 In answering these questions, the customer gives their opinion on both your business and the impression conveyed by your customer service.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/customer-effort-score\/\" target=\"_self\" rel=\"noopener noreferrer nofollow\"><strong>Customer Effort Score (CES)<\/strong><\/a><strong> \u2013 <\/strong>CES measures how much effort a customer had to put in to reach a solution to their problem. Friction within your customer service estate, confusion on the part of agents, or a failure to resolve a problem all lead to poor Customer Effort Score.<\/li>\n<\/ul>\n<p>Each of these metrics provides insight into different aspects of your Customer Experience. Ideally, your customer service should be both efficient and high quality. Reaching this high standard is a different matter entirely.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">CX KPIs Made Easy with storm<span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span><\/h2>\n<p>Net Promoter Score provides a particular perspective on your customer base, and lays the foundation for a more tailored approach to CX. But, it\u2019s not the only CX metric you need to be leveraging. To keep ahead of the competition, you need a complete reporting solution.<\/p>\n<p>Content Guru\u2019s CX reporting solution, <strong>storm<\/strong><span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span> VIEW\u2122, provides comprehensive, real-time, and historical Customer Experience reporting. Average Handling Time, Customer Effort Score, and endless customer metrics can be brought into a single pane of glass for easy access, or converted into secure, shareable reports.<\/p>\n<p>Want to learn more about key Customer Experience metrics and contact center KPIs? <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/keeping-up-with-the-kpis\/\" rel=\"noopener noreferrer nofollow\">Download Content Guru\u2019s whitepaper: <strong>Keeping Up With the KPIs: The Contact Center KPIs Key to Outstanding CX.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Your business is only as strong as its customer relationships. It\u2019s practically a law of physics; without customers, your organization fails. At the heart of this problem, has been Net Promoter Score.<\/p>\n","protected":false},"featured_media":6120,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[38],"resource_type":[5],"resource_folder":[73],"class_list":["post-2389","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-csat-improvements","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Make the Most of Net Promoter Score - English - UK<\/title>\n<meta name=\"description\" content=\"Your business is only as strong as its customer relationships. It\u2019s practically a law of physics; without customers, your organization fails. 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