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Net Promoter Score: What Is It?
The Net Promoter Score is a method of gauging customer satisfaction that was outlined in “The Ultimate Question 2.0” by Fred Reichheld. It is a simple method that involves asking a customer after they have received their product or service the following question:
- “On a scale of 1 to 10, how likely would you be to recommend us to a friend?”
The results can often be output into a Kano model, outlining delighters, satisfiers and dissatisfiers based on how high the score is.
The most common mistake people make, however, is not including the follow-up to this “Ultimate Question”. And that is, if a customer rates your product or service less than an 8 to ask the next question:
- “And what would it take to make it a 10?”
This allows your customer to tell you in a safe environment, free of judgement, exactly what would “delight” them and how you can make your product or service the best it can be. It also has the power to save you a lot of time in analysing the problem by simply asking.
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