What is the ‘Net Promoter Score’ about?
You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of people asking one question of you in feedback systems:
‘How likely is it that you’d refer us to a friend or colleague’
The answer and scoring to this is the ‘net promoter score’.
Basically it asserts:
- If people say ‘very likely’, they’ll probably be loyal and want to promote you to their friends
- If people say ‘unlikely or worse’ they’re probably not loyal at all and could easily spread a bad reputation about you
- If they’re in the middle, they aren’t loyal not disloyal, they’re ‘passive’
And this makes a lot of sense.
The trouble is that this genuinely excellent piece of work has been badly mishandled by the crowd in search of a quick fix (as ever), and is often used so badly that it had no, or fairly frequently, a negative impact (on both parties).
It’s a great question, but the key thing is to remember that any feedback is only ever of any use if it’s, proactive, systematic, high quality, engaging and enhancing.
And this is not the case with 99% of feedback systems we all see as customers.
If you want advice on how to get this right, please contact us at firstname.lastname@example.org