How do your customer feel about your company? We wanted to know so we asked ours.
What is a Net Promoter Score? Net Promoter or Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric.
An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.
It is pretty simple, we asked 700 of our customer contacts "How likely is it that you would recommend Bullen to a friend or colleague?" The rating choice is from 0-10. We had a 10% response rate (which is good for surveys) and here are the results:
- DETRACTORS (0-6)4%
- PASSIVES (7-8) 15%
- PROMOTERS (9-10) 81%
- BULLEN NET PROMOTER® SCORE 74
The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.
So that looks very good and we feel blessed that our customers feel that way about our people, culture and the company.
What do you think your NPS is? Would you like help in learning how you can find out what your score is (if you don't know it already)?
Email us at firstname.lastname@example.org to get information on how to get your NPS!
Special note: If you didn't change your clocks you are an hour off when you are reading this.
Great afternoon for golf and watching to see if Tiger can make a run at it.
Have a great day and an even better sales week!