What is a Net Promoter Score?
This is a measure of how likely your customers are to recommend your business to a friend or colleague and is therefore considered as a good indication about how well your business is doing in delivering its goods and services. By focusing on this customer feedback you are able to react quickly to what you customers are thinking and any concerns that they may have giving you the opportunity to change and improve your customer service.
Apple, Virgin Media in the UK and Ebay have all adopted the Net Promoter ScoreSM (NPS®) approach to customer feedback.
This single ‘score’ drives change in every department of these businesses. They are not alone. Lego, Dell and even British Gas use customer feedback to steer company improvements.
At Aspirations we are serious about tracking customer feedback and send out emails to our clients asking the following:
- How would you rate our service?
- Would you recommend us?
- What does excellent service mean to you?
- What could we do better?
Each month our scores are tracked along with feedback and reported back to the team.
If you would like more detailed help on tuning into your customer feedback please click on the link below to read a recent Business Bitesize article on the subject: