1. What is the Net Promoter Score (NPS)?
Your Net Promoter score indicates how satisfied clients are with the level of service provided by SCORE counselors. It is often expressed as a percentage. Fred Reichheld introduced the concept in the Harvard Business Review in 2003 and followed up with the book The Ultimate Question: Driving Good Profits and True Growth. You can find out more information by reviewing the Net Promoter Web site.
2. What does it look like?
When part 3 of the 641 form is completed by a counselor for the initial counseling session (for face-to-face or cyber counseling), CORE sends an NPS survey to the client. This survey asks three questions:
- On a scale of 0 to 10, how likely is it that you would recommend SCORE services to your friends and colleagues?
- What is the primary reason for the score you just gave us?
- What is the most important improvement that would make you rate us closer to a ten?
3. How is the NPS calculated?
NPS is calculated by taking the percentage of promoters and subtracting the percentage of detractors.
4. Who are my promoters and who are my detractors?
Promoters are those who answer the first question with the numbers 9 or 10. Promoters are those who are “fans for life” and who will go out of their way to promote you to friends, family and others they know. Detractors are those who answer the first question with numbers 0 –6. Detractors may go out of their way to bad-mouth your services to others. Passives are those who answer the first question with 7 or 8. They may be somewhat happy with your services but will not go out of their way to sing your praises.