What is NPS?
In very basic terms, it is a simple way of measuring and taking action on customer feedback. We’ll keep the history lesson short, but the origin of NPS dates back to 2003, when Fred Reichheld, a partner at Bain & Company, invented the framework. Essentially, Reichheld wanted what all great business owners want — a better way to measure and take action on customer happiness. He called the metric Net Promoter Score®. It asks two simple questions, “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?” and “Why did you give us that score?”. This gives us a total score out of a range from ‘-100’ to ‘100’.How do we use it?
We send out surveys after our customers place orders with us to give them an opportunity to tell us how we are doing and how we can improve. This feedback is extremely valuable to our team and drives us to continuously improve our service and customer experience. 1. We survey every customer 2. We act on your feedback 3. We improve our service to you, so you can get the JOB DONE!
