NPS Measures Great Service
The Net Promoter Score, (or NPS®), is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question — How likely is it that you would recommend Evolution to a friend or colleague? — we can track these groups and get a clear measure of our company’s performance through our customers’ eyes.
NPS is calculated by taking the percentage of customers who are Promoters and subtracting the percentage who are Detractors.
NPS scores are ranked on a scale of -100 to +100. Some recent examples of how household brand names rank on this scale are:
Apple (Consumer Brand) +41
HSBC (Financial Services) -24
Marks & Spencer (Consumer Brand) -10
Sky (Telecommunications) +5