Only 10% of UK organisations have an NPS (net promoter score) of 40 or more! This research has come from Marketing Week.
To put the score of 40 in context it’s important to keep in mind, the NPS score can range from -100 to +100 so….
- Any score above 0 is “good”
- 50+ is “excellent”
- 70+ is “world class”
For perspective, Amazon UK scored 44 and John Lewis scored 39.
To calculate, its as simple as subtracting “detractor” scores (those who score 0 to 6 out of 10) from “promoter” scores (those who score 9 or 10 out of 10). If 50% of respondents were “promoters” and 10% were “detractors”, the NPS score becomes 40.
This is why NPS is popular, its simple to activate and calculate.
However, the power in the NPS score is not the score itself, it’s what organisations do with the score. When I lead business transformations, I first improve an organisations “listening skills”, by setting up feedback loops (like NPS) to give the customer a voice internally.
This becomes a valuable source for change.
Research was done on the UK organisations scoring 40 or above and found two primary similarities across each…
- Passion to deliver great experiences
- Strong culture in listening and responding to customer complaints 40 is not terrible, but it represents a lot of room for improvement
How good a listener are you?
This article was as tagged as Business Transformation , Customer Experience Design , Customer Service , Data Driven Decision Making