NPS Score: So What's the Big Deal?
The Net Promoter Score (NPS) Survey is part of quantitative market research; a single question that is sent to customers to get a concise understanding of their satisfaction level with a brand or organization. It is a simple mathematical classification and measurement of customer satisfaction and brand loyalty using the Net Promoter Score question, as follows:
"Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?"
The answer options are arranged horizontally on a scale from 0-10. Respondents are then measured based on 3 response categories, where the score of 'Promoters' is considered a good Net Promoter Score (9-10):
Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”
Advanced Business Equipment's NPS is consistently above 90, placing us in the list of top customer-centric companies. Translation: Our customers are, for the most part, promoters and are extremely happy with our sales and service—ABE generates a lot of positive word-of-mouth referrals.
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