What are promoters and detractors?
Promoters (9 or 10)– Typically loyal and enthusiastic customers. Passives (7 or 8)– They are satisfied with your service but not happy enough to be considered promoters. Detractors (0-6)– Customers who have had a negative experience with your company.
What is promoter customer service?
February 6, 2018 | By Kay Lim. Your Net Promoter Score (NPS) is the customer service metric that predicts your customers' loyalty and satisfaction by asking them how likely they are to recommend your product or service to a friend or colleague.
How can I get promoter in NPS?
6 strategies to improve your NPS®
- Close the loop with your customers. ...
- Rally the company around NPS. ...
- Hold regular meetings to talk about NPS. ...
- Use NPS feedback to train staff. ...
- Conduct root cause analysis. ...
- Make structural changes and see what works.
How do you calculate a promoter?
How to calculate your company's Net Promoter Score
- Enter all of the survey responses into an Excel spreadsheet.
- Now, break down the responses by Detractors, Passives, and Promoters.
- Add up the total responses from each group.
- To get the percentage, take the group total and divide it by the total number of survey responses.