The Net Promoter Score (NPS)

The Net Promoter Score (NPS®) is a simple way to measure the customer loyalty of an organization.

The method was developed in 2003 by management consultant Fred Reichheld from Bain & Company. The goal is to provide insight into customer loyalty and targeted steps to improve it. Various studies show that organizations with a high NPS have more loyal customers, with a higher percentage of repeat purchases.

To determine the NPS, we ask customers to what extent they would recommend a particular organization, product or service to others (friends, colleagues, and family).

Calculate the NPS

The Net Promoter Score is the difference between the percentage of promoters and passives.

The NPS is an absolute number that is anywhere between -100 and +100.

For example, if you have 30% Promoters and 45% Passives and 25% Detractors, the NPS is + 5 (30% – 25%). A positive NPS (> 0) is usually considered positive.

What is the use of the NPS?

The NPS gives your organization a clear key figure that is understandable for all employees and on which managers can act.

With Focus Feedback we go even deeper to gauge the motivations of your customers. That is why we often add a number of open questions, so that we can also understand their motives. Thanks to this input you know specifically what this means for your company.

The aim is to ensure that dissatisfied customers become enthusiastic customers, and that already satisfied customers remain enthusiastic