NPS: The One Number You Need to Grow

What is it?

Net Promoter Score is the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague as 9 or 10 minus the percentage rating this at 6 or below on a scale from 0 to 10.

History

The concept was developed by Fred Reichheld and a Bain in seeking an alternative to the conventional customer-satisfaction surveys. They tested multiple questions on consumers, trying to figure out what question/response correlated best with their purchasing behavior. The one question that worked best for all companies was:

"What is the likelihood that you would recommend Company X to a friend or colleague?"

High scores on this question correlated strongly with repurchases, referrals and other actions that contribute to a company’s growth. In 11 of the 14 industry case studies that the team compiled, no other question was as powerful in predicting behavior.1

Do you know what your clients are saying about your agency? 

Indie AgentsTM are taking advantage of their Net Promoter Scores (NPS) to facilitate retention growth and customer loyalty. NPS tools such as RocketRefferrals enable agents and their staff to get customer sentiment real time, detect and resolve negative client experiences, and continuously improve customer service to exceed client expectations. 

 

Increase your retention and drive customer loyalty with Net Promoter Score!

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How Indie Agents are benefiting from Net Promoter Score:

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Want to know more? Check out these resources:

 

Sources: 1 Net Promoter System, The History of the Net Promoter Score