Net Promoter Score
Measuring Your Promoters vs. Detractors
Net Promoter® and Emotional Signature® help change Detracters to Promoters.
How do you measure your customer experience? The traditional way has been through customer satisfaction surveys; these are okay, but they typically only capture the rational experience.
Net Promoter Score (NPS), developed by Bain and Satmetrix, is widely used by organizations across the globe. NPS is a good indicator as it looks at recommendations and measures the emotional experience and the subconscious experience.
However, it is wrong to believe that Net Promoter Score is the one and only measure you should consider. Rather, it is one of a number of measures that build a complete picture. For our book, “The DNA of Customer Experience: How Emotions Drive Value,” we revealed the 20 emotions that drive and destroy your Net Promoter Score, to which an entire chapter in the book is dedicated.
Improving the customer experience demonstrably leads to NPS gains. In fact, working with one client, we managed to increase their Net Promoter Score by 25 points over 18 months.