What is Net Promoter®?
Net Promoter® is a tool for managing an enterprise and a metric that measures relationships with the business customers. This metric, unlike other complex variants, is simple and involves asking one question. The answer to this question and the score is then calculated and the company is able to get its net promoter SCORE® (NPS®). While the metric moves on a 0: 100 scale, it is unusual that businesses receive 100 and 50 or higher are considered successful. Some marketing experts do not agree whether Net Promoter® is valid and whether it proves something about the ability of the company to prosper.
knowledge of the customer's loyalty and the quality of the customer's relationship with the company is very important to the company because maintaining customers is for customers that the company can do. With Net Promoter®, the company is currently conducting a survey and asking the customer for one simple question whether this customer will recommend business for a colleague or friend. The customer is asked to answer on a 0: 10 scale, with 0 means a fragranceBec no and 10 means absolutely.
The customer's answers are divided into three groups. Those who answer for 9 and 10 years are called promoters, those who give 7 and 8 years are passive and those who give 0 to 6 are detectors. Only promoters and detectives are used to calculate NPS®, but having a high number of liabilities can mean that the company is slipping. The percentage of total promoters is deducted from the percentage of detectives to obtain a final score between 0 and 100, with 100 means that customers have an extremely high loyalty to the company.
While 100 is a sought -after net promoter of score®, it is incredibly unlikely that it would not be and should not be focused on trying to explore. The score between 50 and 80 is considered above average, and the company is to gain score in this range, has high growth potential. Even a score of 20 to 30 is considered to be good, even if it shows that business must start a focusto merge on relationships with customers. Only with a score between 5 and 10 is a company considered to be a risk of collapse.
Net Promoter® focuses only on one question - those commonly found in other metrics of customer relationships - some marketing experts do not consider it a valid or unique metric for businesses. Another problem is if the company is on the negative side of the social stigma, such as a cigarette company, the metric may seem released. Marketing experts were undergoing many tests, some of whom found that Net Promoter® had nothing to do with business success; Others found the opposite.