The Net Promoter Score: Ultimate Question by Frederick Reichheld

Some of the big companies that use net promoter scores are Apple, Costco, Dillards, Nordstrom, Amazon, Southwest Airlines, and Netflix (Smith 1). Many of these companies have been very successful in terms of customer satisfaction based on net promoter ratings. Currently, many companies are leading the industry with customer satisfaction. For example, in the healthcare industry, Kaiser Permanente is a leader in customer satisfaction in 2013, based on the net promoter score system, 35% of the customer's score is the promoter.

Do you know the net recommendation score (NPS) as part of your thinking? Does the net referral score [recommended? ] Is used as the result. This concept was originally developed by Bain's Frederick F. Reichheld when studying customer satisfaction measurement problems. He discovered that many customer satisfaction surveys are not very useful, usually because they are too long or too annoying, low response rates, and so on.

One way to measure customer satisfaction (and its extension, quality of service) is to keep track of the so-called net promoter score. The Net Tweet score designed by Bain Consultant Fred Reichheld strictly follows the number of customers who recommend merchants to their friends. Customers who answered 9 or 10 are considered to be promoters, customers who answered 7 or 8 are considered passive, and customers who score scores below 6 are deemed to be proxy. By subtracting the number of detractors from the number of sponsors, the company gets a net promoter score.

The more crazy about the net promoter's score is the calculation method. Entry is obtained from a simple survey. I asked a question to the respondent. To what extent do you recommend your friends and colleagues? With 11 full marks, the zero mark is Not All All Likely, the 10 mark is very likely, and the respondent selects a number. (In the later version of the survey, Fred Reicheld suggested asking why they gave this score, we are going to fix the second one soon)