Fred Reichheld, a well-known management consultant in the year 2003, produced this wonderful marketing tool. The goal of the inventor has been to devise a method to easily realize the customer satisfaction stage of a company and to compare them in between different sectors. In this marketing tool, it assesses the extent up to which a client will certainly recommend a company and the products or services to his fellow workers, relatives or pals. This is achieved by requesting a simple question to the customer like “how far you may recommend this company/product to your buddies, colleagues etc. The answer to this issue can be provided in a 10-pointscale, which is used for rating the response. The answer to this issue is categorized primarily based on the scores.
Promoter: Answers which has given 9 or 12 score are considered as promoters. These people are considered as dedicated enthusiasts of the company who like the merchandise very much and who buy this product on a regular basis without contemplating the minor variations that may occur in due course of time. These kinds of clients will probably be willing to suggest the company to their buddies and colleagues and hence help in improving the turnover of the company.
Passives: Respondents that gave Several or 8 as score are considered as unaggressive clients. Inactive clients like the company and it's product/services. But they are not that much drawn and hence are not interested in recommending the merchandise to their pals or colleagues.
Detractors: Respondents who have given their own score between 2 and 6 are regarded as as detractors. They are not satisfied with the item or are unhappy with the management for factors known to these.
The net result of received by subtracting the detractors value from the marketers value is known as the net good value of the customer satisfaction of the company.
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