Every quarter we ask our customers the same two questions:
· Firstly “how likely are you to refer us” on a scale of 1 to 10 ( 10 being every opportunity I have )
· And next, please add any other non-compulsory comment in the free text field.
We then put the answers through a formula derived from Net Promoter Score. You may already use this in your business; if not, here’s a link that tells you how it works. You calculate your final score by adding up all those who give you a 9 or 10 as a percentage of your total respondents. From this you then deduct – as a percentage – those who scored you 6 or below. So if 40% gave you either 9 or 10 and 10% gave you 6 or below, your Net Promoter Score would be 30%.
The theory is that a wide range of businesses ask the same “how likely are you to refer” question, so you can benchmark your results against those of others. For instance, for New Zealand businesses – courtesy of Customer Monitor – we see:
· University of Auckland +18%
· Total Professional Services +11%
· Dentist / Doctor +14%
· Banking +12%
· Insurance -10%
This quarter we achieved +60%. It’s a great score, and your comments provided an interesting list of ideas for how we can improve even further. Thank you to everyone who took part.
Winner of the $200 restaurant voucher: Alan Singam from Les Mills New Zealand. The next survey will be in June.