Customer and support what is Net Promoter System?

CUSTOMER AND SUPPORT

What is Net Promoter System?

• Bain & Company conducted research across multiple industries to determine what question linked most closely with client loyalty behaviors
• In most industries the following question finished 1st or 2nd in correlation to loyalty behaviors

How likely are you to recommend [Newscycle] to a friend or colleague?

What is Net Promoter System?

• Scale 0-10
• Promoters: score 9-10, loyal enthusiasts
• Passives: score 7-8, satisfied but unenthusiastic
• Detractors: score 0-6, can damage brand business through word of mouth
• Severe Detractors: 0-3, extremely dissatisfied and vocal
• We don’t count 7’s and 8’s
• 9 and 10 are positive scores
• 0 through 6 are negative scores