So what is this ‘ultimate question’? You might have heard it called the Net Promoter Score, or NPS for short. This idea came out in 2003 and got a lot of companies thinking about their customer loyalty. There was such a following that there’s even a user group called the NPS Loyalty Forum; and they even have annual meetings!
The ultimate question: On a scale of 1 to 10, how likely is it that you would recommend this company, or this product or service, to a friend or colleague? Scores between 1 and 6 are considered Detractors; scores between 7 and 8 are considered Passives; and scores between 9 and 10 are Promoters.
To get your Net Promoter Score, you ‘throw out’ the Passives, then take the Promoters less the Detractors; that’s the NPS score.
The goal is to first understand how your clients view your company/service/product, so there’s a follow up question: What is the primary reason for the score you just gave? This feedback helps you understand what your customers want/need from you. There are great stories of companies who have used NPS. Lots of good takeaways; recommended! – CMW