Adare Human Resource Management is one of Ireland’s most trusted Employment Law, Industrial Relations and Human Resource Management consultancies. We realise that it is important to recognise that customer satisfaction is the responsibility of the entire organisation, not just individuals.
A ‘perfect’ score isn’t the objective, it is not always possible to meet all our Client's demands instead, but we aspire to make our best effort for every client we interact with, provide the best service that’s in our power to deliver and never stop advocating for change elsewhere in the organisation if needed.
What is Net Promoter Score (NPS)?
NPS stands for Net Promoter Score, a metric used in customer experience programmes. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100. A higher score is desirable.
To calculate your NPS you need the answer to a key question: How likely is it that you would recommend your brand to a friend or colleague?
Respondents are grouped as:
-
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
-
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
-
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).