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What is…The Ultimate Question?

What is…The Ultimate Question?. “On a scale of 0-10 how likely would you be to recommend this company to a friend or colleague?”. 0 5 10. Detractor. Passive. Promoter. Net Promoter Score (NPS).

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What is…The Ultimate Question?

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  1. What is…The Ultimate Question? • “On a scale of 0-10 how likely would you be to recommend this company to a friend or colleague?” 0 5 10 Detractor Passive Promoter

  2. Net Promoter Score (NPS) 0 1 2 3 4 5 6 7 8 9 10 Detractor Passive Promoter

  3. Detractors Detractors are customers who feel badly treated by a company-so badly they switch to the competition if they can, and warn others to stay away from the company they feel has done them wrong.

  4. Passives Passives are satisfied but unenthusiastic customers who can be easily wooed by the competition.

  5. Promoters Promoters are loyal customers who keep buying from a company and urge their friends to do the same.

  6. How it’s scored

  7. Why NPS? NPS Low NPS High Discrete measure of customer loyalty.

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