Net Promoter Score (NPS)
I'd welcome your feedback..
We ask clients after every job is completed to rate our service. We've done this for some time, but th response rate is quite low around 10% of those asked.
The results are I hope reflective of the service we provide we have a NPS of 84%, with the majority of clients rating us as 9 or 10 (promoters), a smaller number of passives rating us 7-8 and just 1 rating us below 6 (detractors) (and this was a client who we had to sack).
Despite the low response rate would you still broadcast the NPS score of 84%?
And how would you suggest encouraging a higher response rate?
Stewart Newberry
Net Promoter Score (NPS)
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