The foundation of our customer feedback programme

What is Net Promoter?

Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in a business. The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. Employees at all levels of our organisation understand it, and it drives  customer- centric change and improved performance.

Net Promoter programs are not traditional customer satisfaction programs, and simply measuring ones NPS does not lead to success. Companies need to follow an associated disciplines to actually drive improvements in customer loyalty and enable profitable growth. They must have leadership commitment, and the right business processes and systems in place to deliver real-time customer-focussed information to employees, so they can act on customer feedback and achieve results.

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The percentage of 9 & 10 scoring customers minus the percentage of 0-6 scoring customers - from the 'recommend' question only - gives the percentage net promoter score.

For example -

10 responses as follows

6 = <9/10> = 60%

3 = <7/8> = 30%

1 = <0-6> = 10%

Will result in an NPS of 50%

(60% - 10%)