Net Promoter Score (NPS)
Net Promoter is a technique for measuring customer satisfaction, namely asking a recent customer:
How likely are you to recommend us to a friend?
The score divides customers into proponents, passives, and detractors. If you have more detractors than proponents, your company or product is in trouble.
According to the article "Client-Satisfaction Tool Takes Root" in The Wall Street Journal (July 10, 2006), here are some Net Promoter questions General Electric Co. asks
; each answer is a number on a scale 1-10:
- How willing are you to recommend us to a friend or associate?
- How would you rate our ability to meet your needs?
- How would you rate our people?
- How would you rate our processes?
- What is your impression of our market reputation?
- How would you rate the cost of doing business with us?
- How would you rate the overall value of our product or service as being worth what you paid?
Here's some more info:
