Net Promoter Score
What is your Net Promoter Score ?
How many people would recommend your business to other potential customers ?
Net Promoter Score (NPS) is a simple way for businesses to measure customer loyalty.
It is used by all the major companies worldwide, and it gives you a fantastic insight into how customers rate your business.
Here’s how it works, step by step:
1. Customers are asked one main question:
“On a scale from 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”
2. Based on their rating, customers are grouped into three categories:
• Promoters (9–10): They love the company and are likely to spread good word of mouth.
• Passives (7–8): They’re satisfied, but not enthusiastic.
• Detractors (0–6): They’re unhappy and may discourage others from using the company.
3. The NPS score is calculated as: Promoters minus Detractors, divided by the total people spoken to.
• The score ranges from -100 to +100.
• A positive score means more happy customers than unhappy ones.
• The higher the score, the better.
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NPS tells you how likely your customers are to recommend you to others and gives you a quick pulse check on loyalty.
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Here is an example:
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10 customers are contacted and asked for their scores.
4 Customers rate you 10/10. (Promoters)
4 Customers rate you 9/10. (Promoters)
1 Customer rates you 8/10. (Neutral)
1 Customer rates you 6/10. (Detractor)
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So the calculation is:
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8 Promoters - 1 Detractor = 7.
10 People were asked in total meaning a score of 7/10, or an NPS score of 70.
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So how can you monitor your own Net Promoter Score ?
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Every month, I personally call ten of your customers to gather valuable feedback about their experience with your business. I don’t just collect comments; I ask the key Net Promoter Score (NPS) question that reveals how likely they are to recommend you.
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I then collate and benchmark your results against others in the industry, giving you a clear picture of how you compare. This means you’ll not only understand what your customers really think, but also see exactly where you stand against competitors—helping you make smarter decisions, improve service, and drive loyalty.
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Although you and the other businesses remain anonymous, it provides a great insight for where your business is currently at, and helps you set a target for customer service.
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I can ask 5 questions in total, where the fifth question will be the NPS question.
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Other questions might include …
How did you hear about us ?
How would you rate the person you dealt with ?
How easy was it to find the business ?
Did the price match your expectations ?
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All questions will be discussed with you prior to the calls and will be tailored to your particular business.
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I am trialling this in Q4 of this year, ready for a big roll out in January.
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The early bird cost for this is only £300 which will cover the three months up until Christmas (£100 per month).
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There is no set up fee and for that price you will receive all of the information available.
When this is rolled out next year, the cost is likely to rise, but in the early stages, I am happy to run this promotion.
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If you want me to contact more than ten customers per month, or you have historic customers you want me to call then let me know and we can work something out.
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To book and organise a call to discuss the questions you want asked, please let me know.
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Any questions then give me a call.
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Thanks
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Paul
07776113376