The Net Promoter Score


The Net Promoter Score is one of the key performance indicators for measuring and comparing the success of a company. Customer satisfaction is determined using a straightforward survey and is the basis for calculating the Net Promoter Score.

At Thomas-Krenn, we place a great value on constant improvement, which is why we regularly check our Net Promoter Score. This gives us clear insights on how we can improve and whether past measures have resulted in greater customer satisfaction. Your satisfaction is important to us!

The hardware industry’s average Net Promoter Score was 32% as of 2013.

 


Our current Net Promoter Score: 

69%

NetPromoter_Skala

 

How the Net Promoter Score is calculated

The Net Promoter Score is determined using a simple question: “How likely is it that you would recommend our company to a friend or colleague?” The answer given on a scale of 0 (unlikely) to 10 (very likely) allows respondents to be categorized into promoters, detractors and passives. Promoters are loyal enthusiasts who will keep buying and refer others, fueling growth. Detractors are unhappy customers who could damage the brand while passives are satisfied but unenthusiastic customers.

The Net Promoter Score is calculated using the following formula: NPS = Promoters (%) – Detractors (%)