It is claimed that the prospects for growth of a company can be established by one key metric. – NPS
What is interesting is that the large bulk of relatively engaged customers are not counted at all: only those that are evangelistic either for or against you!
Companies obtain their Net Promoter Score by asking customers a single question on a 0 to 10 rating scale: “How likely is it that you would recommend our company to a friend or colleague?”. Based on their responses, customers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score. A score of 75% or above is considered quite high.
Net promoter score – Wikipedia, the free encyclopedia
