NPS® = key figures on the proportion of promoters – proportion of detractors.
“NPS System” is the whole company’s improvement work linked to the NPS® question. In addition to continuously adjusting the NPS® question after major events, it’s about building up routines and processes in order to act. The system then includes what you should act upon, how you contact customers, and who to do it.
NPS® is best measured after important events in the customer and employee relationship and with relevant and quick surveys.
With Quicksearch´s feedback solutions you get a chance to listen when the customer or employee has something to tell, in a way that makes them understand that you are listening.
1) Conduct event driven surveys directly connected to each event.
2) Give automated reports to employees so that they can get an insight and act directly. In this way they can continually improve their service, their routines and behaviours.
3) Immediately detect risks and openings in relationships – continuous feedback can give you a head start of more than 10 months compared to your competitors.
4) Quicksearch gives you not only NPS® in real time, but also warns you for dissatisfied customers which means that you can immediately follow up, solve your problems, and turn them into promoters.
Our NPS® value
NPS® for Swedish golf clubs
NPS® for Swedish restaurants
NPS® for Swedish telemarketers
The story behind Net Promoter Score® started in the US where the consultant and researcher Fred Reichheld was interested in loyalty and customer satisfaction. After many years of hard work with customer orientation, the feeling grew that traditional customer surveys didn’t give the right support to develop customer loyalty. The research led Fred back to the foundation, to the factor that has always been the most important question regarding if we want to buy more. If we are prepared to pledge our own credibility and if we really recommend a company it means that we are so pleased and secure in our choice that no other alternative is good enough.
After extensive research in collaboration with Harvard Business School Fred established the model that measures the recommendation will and which has proved to have a strong connection to loyalty, profitability and growth.
NPS is currently the most popular and practical method to measure loyalty and to act upon it.
There is a very simple logic behind the value.
That’s the beauty of NPS®.
NPS® can theoretical vary between -100 to +100. In Sweden, we find half of the businesses surveyed between -10 to +50.
The NPS® value varies depending on different processes and are often higher in sales than in exit or support.
Employee Net Promoter Score® is based on the same methodology as NPS® and involves measuring employees commitment and loyalty through asking the NPS® question in internal surveys at different times. By measuring eNPS® it is possible to ensure development of loyalty and economic growth.
• All new recruitments
• Every onboarding (introduction)
• All educations
• All internal projects
• Every staff appraisals
• The wage process
• The atmosphere every week/month/quarter
• Everyone that quits the job (exit)
