Home  /   About the Net Promoter Score
The Net Promoter Score® (NPS) is a measurement of customer satisfaction that allows companies to produce a clear understanding of the company’s performance as perceived by its clients.

NPS® divides customers into three categories:

  • Promoters:
    Enthusiastic and loyal clients who openly recommend your products or services.
  • Passives:
    Satisfied clients who can easily change to the competition
  • Detractors:
    Unhappy clients who might hurt your reputation

These clients profiles are identified after they are presented with a brief questionnaire, which includes what is known as the ultimate question:

Will you recommend our services or products to others?

Then, the percentage of customers who are detractors are subtracted from the percentage of those who are promoters and the result is how the NPS® is calculated.

P-D=NPS®

This is a tangible, traceable number that can be measured as precisely as profits are determined. It establishes a link between customer relationships and the company’s growth. NPS® helps create real accountability towards customer service.

The average company has an NPS® of 5 to 10 percent, which means that they have almost the same amount of promoters than detractors. Others, have negative NPS®, thus, they are creating more detractors than promoters despite all the investments they make on advertising, public relations or social media management.

This is why, in such a competitive world, many companies are stagnated or cannot have sustainable growth.

NPS® is a methodology developed by Fred Reicheld, Bain & Company and Satmetrix Systems and used by companies such as Amazon, eBay, Harley-Davidson, Costco, Vanguard, and Dell.

With TellMeBox you can calculate and track your NPS®, while having the possibility of communicating directly with your customers and easily reward them for their valuable feedback.

Contact us for more information!