We got a TON of experience with Net Promoter Score from our collective biz experience. It’s cool right? You find out pretty quickly if your customers love you so much they recommend you.
For instance when we just told a bud about the infamous Forbes Island here in SF, (crazy floating island with a restaurant on the Bay) he made his way there the next day! That’s powerful marketing right there. He didn’t actually get to go ON the island since he only wanted a bevvie and apparently you need to eat dinner there (not necessarily reco’d but that’s another post.) That’s the cost of Forbes himself taxiing you out 20 feet on his boat I guess. I digress…
What that story does illustrate is the power of word of mouth and that’s what’s gonna make your biz successful. How does it work? Easy peasy.
You ask one question, the ultimate question: “Would you recommend my company to your colleagues?” on a scale of 0-10, 0 being the worst, 10 being the best.
The ratings break down like this:
- 0 – 6 are your “detractors”, people that wouldn’t recommend you.
- 7 & 8 are your “passives”, people that think you’re alright, but not great.
- 9 & 10 are your “promoters”, people that tell all their friends about you (Forbes really should have picked them up shouldn’t he have?)
Apple has a 77 
AT&T has an 11 
Don’t forget, this has to be an ongoing program so you can gauge the impact of any changes you make to your business. So send your customers a survey, Survey Monkey has a great template. Ask the question on your website, on the phone, after someone purchases, and anywhere you have contact with someone. You might also want to think about having an open comment field so you can see what issues they have or things they really like. This way when you make changes you can contact them and let them know they’ve been heard.
