May 11, 2016

What is a Net Promoter Score?


Have you ever had a business ask you how likely you are to recommend them to a friend or colleague? Or how happy you were with a business on a scale of one to ten?



When a business asks you these questions they are trying to determine their Net Promoter Score. This is a measurement of how happy customers are with a business, how likely a business is to grow based on word of mouth, and how likely customers are to churn. Ultimately, determining your Net Promoter Score is taking a pulse of the health of your customer base and business.



The Net Promoter Score survey breaks customers into three categories: detractors, neutrals, and promoters. The score is determined by subtracting the percentage of detractors from promoters. A Net Promoter Score can be as low as -100 (with all customers surveyed being detractors) and as high as 100 (with all customers being promoters). A positive score is considered good while anything higher than 50 is great.


To give some context, here are the Net Promoter Scores, as reported, by sector:



Source: http://www.satmetrix.com/expertise/benchmarks/benchmarks-by-industry/


Companies frequently use industry benchmarks (seen above) to gauge if their Net Promoter Score is good or bad.


Here at WellcomeMat we are thrilled that our Net Promoter Score is well above the industry benchmark for Internet Services at 67.



But our ultimate goal is to use our current Net Promoter Score as the benchmark and constantly improve. We want to provide our users with the best possible experience with our product and customer success team. That means constantly striving to improve the WellcomeMat product to make your video marketing easier and more effective. And, making sure that you have a close relationship with your WellcomeMat customer success representative to help you better understand product updates so you can stay ahead of the game.


So, to end this blogpost, it only makes sense to include a quick survey. Please take a moment to fill it out.




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