The founders of the Net Promoter System, Bain & Co and Fred Reichheld, found that this simple question was the single best predictor of client loyalty.
NPS sorts clients into categories; promoter, neutral (sometimes called 'passive') and detractor. The percentage of promoters minus the percentage of detractors produces a Net Promoter Score (NPS). A positive NPS means you have more promoter clients than detractor clients. A negative NPS means that you have more detractor clients than promoter clients.
NPS captures important verbatim feedback from clients; positive feedback on what they love and why they recommend you to others, as well as constructive feedback on where you can improve.
Measure your NPS by key client value segment or by division or by staff members. Set targets to drive improvements into the future.
