Introdução ao Net Promoter Score (NPS) em 3 minutos (slides do vídeo)
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 Question
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Transcript of Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 Question
THE NET PROMOTER SCORE
MEASURE CUSTOMER SATISFACTION WITH 1 QUESTION
What is the Net Promoter Score?
Customer LoyaltyMetric
Comparable over time and
industries
Easy Interpretable
Customer Satisfaction
Score
Indication of the growth potential of
your company or productOne
singlequestion
developed in 2003 by Fred Reichheld of
Bain & Company in collaboration
with Satmetrix
How to calculate NPS?
RESPONDENTS DIVIDED IN 3 CATEGORIES
How to calculate NPS?
Promoters respondents giving a positive
score
(9 or 10)
Passivesrespondents giving a neutral
score
(7 or 8)
Detractorsrespondents giving a negative
score (between 0 and 6)
Simple metric for everyone in your organization
Deceptively simple for respondents
Goes beyond the classic 'overall satisfaction'
question
When someone recommends you, they risk their
reputation
Why use NPS?
Average Highest
What is a good NPS?
The NPS is a number between -100 and +100.
the average firm sputters along at an NPS of only +5 to +10
the highest performing ones are situated between
+50 and +80
Don’t worry too much about external
benchmarks
Create your own baseline
Measure continuously
Report continuously
What is a good NPS for you?
Passives do not count
Harder to make a passive a promoter
Detractors share more
Easier and better to convert a detractor to
a passive
Get everyone in your organization involved
How to improve your NPS?
Add open questions that probe the
underlying reasons behind the low score
Get notifications for low scores in real time
Translate that feedback into actions to Correct common complaints
Contact detractors quickly with an offer
How to reduce detractors?
Some critical remarks
The model is too
simple.
Inaccurately measures customer behaviour
No visible difference in % Promoters and %
Detractors in final score
Non-customers
are not included
There is no distinction between the
scores 0 and 6Value of a recommendati
on differsUsain Bolt vs. John
Doe
Conclusion
NPS is a useful, simple metric
Measure continuously
Follow up continuously
Report continuously
Watch customer satisfaction and loyalty rise
More info
Read the full story
Try a sample survey
Look at sample NPS survey results(password: NPScore)
Create your own free NPS survey
CheckMarket can help
We have a vast experience in NPS research
Our experts can help you set up your NPS program
We have a tool to measure NPS continuously
You can organize and automate the follow-up
We offer NPS dashboards with real-time results
About CheckMarket
CheckMarket is a company specializedin enterprise survey solutions
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