Our customers are the lifeblood of our business – it’s not a cliche and at Impeller we take your satisfaction very seriously. With every customer interaction we try to create advocates – people who will recommend our services to others because they are so happy with the value we deliver.
To monitor how we are doing we use the Net Promoter Score system, Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.
How is Net Promoter Score® calculated?
You calculate your NPS using the answer to a key question, using a 0-10 scale:
How likely is it that you would recommend Impeller to a friend or colleague?
Respondents are grouped as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
Our Net Promoter Score®
Since February 2017 we have been tracking our Net Promoter Score on all of our training programmes – our current score is: 93%*.
*updated February 2018
What is a good Net Promoter Score®?
To help answer this we refer to an expert in customer satisfaction, Jamie Yan and her article on this subject. She has created the scale in order to compare your NPS on as below:
An excellent score is 50+ with anything above 75 being world class, we will be tracking NPS data for our other services going forward and will share the results here so that we can continue to improve.