Net promoter score® at moonbase⚬
Net promoter score® at moonbase⚬
Net promoter score® at moonbase⚬
Net promoter score® at moonbase⚬
Net Promoter Score (NPS®) measures the likelihood of our clients referring our business to others. It is an indicator of customer experience and satisfaction. Beyond that, as the first Social-First consultation agency, we have committed to a 100% performance-based remuneration for which the NPS® is a central indicator.
Moonbase has fully committed to customer-centricity and the NPS® is a great metric to quantify if we’re delivering upon our ambition.
What is a good NET PROMOTER SCORE®?
HOW is NPS® measured?
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
Calculating NPS®⚬
No other metric has grabbed the attention of businesses like the Net Promoter Score (NPS®). This measure is computed from answers to the question:
How likely are you to recommend us to a colleague using a scale from 0 to 10 where zero means not at all likely and ten means very likely?
The score is computed by taking the percentage of people who give a score of 9 or 10 out of 10 (the promoters) and subtracting the percentage of people who give a score of 6 or below (the detractors). Crucially, those giving a score of 7 or 8 are ignored (the passives).
Note: it makes no material difference if the scale is from 1 to 10 (as opposed to 0 to 10) because anyone giving a score of 6 or below is, in effect, a detractor.
1 Customers who give a high score are referred to as promoters. These loyal and enthusiastic buyers increase brand awareness through word of mouth, both online and offline, and are positive about the company and its products.
2 Undecided customers have given 7 or 8 points and are therefore passively satisfied. They are rather neutral towards a brand, so they would not advise others about their products or services, but they do not recommend them proactively.
3 The detractors are the dissatisfied customers who are critical of a brand. These customers are very likely to migrate and may discourage their environment from offering products or services.
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Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
