In the final weeks of 2017, we sent out our annual Customer Satisfaction Survey – and waited with bated breath. Like most companies, no matter how well you think you’re doing, there’s always a niggling doubt that you may be letting some customers down. And for the first year, we had included a new and extremely important question:
“How likely is it that you would recommend Systems Technology to a friend or colleague?”
Rated from 0 (Not at all likely) to 10 (Extremely Likely)
You may have recently been asked this question by other companies too. It is used to calculate what is known as the Net Promoter Score® (NPR®).
The Net Promoter Score® is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or services and the customer’s loyalty to the brand.
With pre-response-anxiety beginning to take hold, the completed survey emails began to arrive in our inbox. At first, it was a drip, which turned into a trickle and finally into a torrent of responses! We had asked many questions, but there was one answer we all wanted to see – the NPR®. We needn’t have worried.