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Our Net Promoter Score proves clients value our services

Blog > Detail článku

4. 12. 2020

Our Net Promoter Score proves clients value our services

We use the Net Promoter Score (NPS) to assess the recommendability of our services.  It’s a very efffective metric because it measures surprise – i.e. whether we have missed, met or exceeded our clients‘ expectations. The score is calculated from the answer to a single question: „How likely are you to recommend our company to your friends or colleagues?“

 

NPS Stars by Industry – United Kingdom (Source: Satmetrix 2010 Net Promoter benchmark Study of Consumers in France, Germany, and the UK)

 

NPS calculation is not rocket science

Respondents choose values on a scale from 0 to 10, where zero = not at all likely and 10 = extremely likely. The result is calculated by subtracting the percentage of clients who have had their expectations missed (0 to 6) from the share of clients who have had their expectations exceeded (9 and 10). Thus, companies can achieve NPS values from -100 to +100. In general, values of +45 and more are considered an world class in marketing and PR.

How our clients rated us

As a part of our endless effort to continuously improve our services, we asked our clients the NPS question. We were delighted that 91% scored us between 7 and 10. We asked our clients to explain the reason for the score. The most common themes were: our proactive approach that makes things happen; the quality of our creative ideas that helps our clients to stand out from the crowd; our friendly, flexible and professional behaviour that makes it very easy and enjoyable for clients to work with us.  

Do you know what your company’s NPS value score is? Are there any customers who are likely to promote your services or share negative word of mouth? Contact us on pram@pram.cz, and we will help you find out the answer. We’ll also be able to advise you on how to activate your Promoters to drive sales and growth as well as ways to improve the score. If your company measures the quality of your customer relationships twice a year, we can also make sure we use the updated insight to boost the effectiveness of your communication strategies.