📌 Net Promoter Score Framework Summary
The Net Promoter Score Framework is a method used by organisations to measure customer loyalty and satisfaction. It involves asking customers how likely they are to recommend a company, product, or service to others on a scale from 0 to 10. The responses are then grouped into three categories: promoters, passives, and detractors, which help companies understand their overall customer sentiment and identify areas for improvement.
🙋🏻♂️ Explain Net Promoter Score Framework Simply
Think of the Net Promoter Score Framework like asking your friends if they would suggest your favourite game to someone else. If most say yes, you know the game is popular and well liked. This simple question helps companies quickly see if people are happy or unhappy with what they offer.
📅 How Can it be used?
A business could use the Net Promoter Score Framework to track customer satisfaction after launching a new product.
🗺️ Real World Examples
A mobile phone company sends a short survey to customers after they have used their new device for a month. The survey asks how likely they are to recommend the phone to friends or family. The company uses the responses to calculate its Net Promoter Score and decides to improve customer support based on feedback from detractors.
An online retailer regularly asks customers for a rating after each purchase. By tracking the Net Promoter Score over time, the retailer identifies a drop in satisfaction related to delivery delays and works with its shipping partners to resolve the issue.
✅ FAQ
What is the Net Promoter Score Framework and why do companies use it?
The Net Promoter Score Framework is a simple way for companies to find out how happy their customers are and how likely they are to recommend the business to friends or colleagues. By asking just one question about likelihood to recommend, organisations can quickly gauge overall satisfaction and spot areas where they might need to improve.
How are customer responses grouped in the Net Promoter Score Framework?
Customer responses to the Net Promoter Score question are sorted into three groups. Those who give a score of 9 or 10 are called promoters and are very likely to recommend the company. Scores of 7 or 8 are passives, meaning these customers are satisfied but not enthusiastic. Scores from 0 to 6 are detractors, who may be unhappy and could discourage others from using the company.
What can a company learn from its Net Promoter Score results?
A company can use the Net Promoter Score results to get a clear picture of overall customer sentiment. If there are a lot of promoters, it suggests customers are happy and loyal. If there are many detractors, it signals problems that could be driving customers away. This feedback helps companies focus their efforts on making improvements that matter most to their customers.
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🔗 External Reference Links
Net Promoter Score Framework link
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