The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers or employees can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question – How likely are you to recommend BSTI to others as a good company to work with?–these groups are segmented to get a clear measure of a company’s performance through their customers’ eyes. Customers respond on a 0-to-10 point rating scale (10=extremely likely; 0=not at all likely) and are categorized as follows:
- Promoters (score 9-10) are loyal enthusiasts.
- Passives (Neutral) (score 7-8) are satisfied, but unenthusiastic.
- Detractors (score 0-6) are unhappy customers.
The NPS can be as low as −100 (everybody is a Detractor) or as high as 100 (everybody is a Promoter). An NPS that is positive (e.g. higher than zero) is felt to be good, and a NPS of 50 is considered excellent.
“I am extremely proud to report that our NPS score is 97, breaking the previous high score of our marketing research consultant’s hundreds of customers which was previously 72.
As we celebrate our 20th year in business, you can be assured that we will not be resting on our laurels and we will use this valuable survey data to strategically plan for the future.”
Debbie Kollmeier, President