Towards the end of year 2017, we asked our customers and interest groups to provide feedback on our service and its various elements. We wanted to know how we have performed in our customers’ opinion – where we have succeeded and where there is room for improvement.
We sent out two Net Promoter® Score surveys, each with a slightly different focus, to customers who had done business with us in the last five months. The surveys focused either on business advice or project work. The surveys were answered extremely actively, and we received excellent feedback that will be used to continue to develop our operations. Thank you for your valuable feedback!
The NPS of Posintra’s business advice service is currently +72.4 and the NPS of project work is +66. We will continue to measure the Promoter Score on a regular basis.
We raffled two dinner tickets to Restaurant Zum Beispiel among the survey respondents. The winners have been personally notified of their win. Congratulations!
The Logic Behind the NPS Indicator
Used by leading companies worldwide, the Net Promoter® Score survey and indicator serves as a simple and effective way to measure customer loyalty. The survey measures customer satisfaction and examines whether customers are so satisfied with the company that they would recommend it to friends or colleagues.
The NPS survey finds out the answer by asking one key question: “How likely is it you would recommend [company X] to a friend or colleague?”
Customers are asked to provide answers on a scale of 0–10. The scores are divided into three groups – “detractors”, “passives” and “promoters”, divided on the basis of the scores that they provide:
Providing a score of 0–6: Detractors
Providing a score of 7–8: Passives
Providing a score of 9–10: Promoters
The indicator measures customer satisfaction fairly strictly so that the percentage of detractors is subtracted from the percentage of promoters, providing the Net Promoter Score.