We have a Net Promoter Score of 80! In case you didn’t know, that’s kind of a big deal! You ask, what is a Net Promoter Score?
According to NetPromoter.com, “the Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.”
Basically, you ask your customers how likely they are to recommend your company to a friend or colleague and track the results. Answers are based on a 0 to 10 point scale, 0 being the lowest, 10 being the highest. Now the three categories:
Promoters:
These are your most loyal customers who regularly purchase from you and even refer you to their friends. These people help your company grow! They give you a score of 9 or 10.
Passives:
These are your satisfied but less enthusiastic customers. They could easily slip away to your competition. They give you a score of 7 or 8.
Detractors:
These are your unhappy customers who are often vocal about their dissatisfaction with your brand. Their negative comments have an adverse effect on your company’s image. They score your brand somewhere between a 0 and 6.
How do you get your score from there? Just take the percentage of customers who are Promoters and subtract the percentage who are Detractors. It’s as simple as that.
Ok, so now you know what a NPS score is, why is 80 so good? According to InsightsFromAnalytics.com, the well established and revered companies below are some of the top ranking:
Nordstrom = 75
Apple - iphone = 70
Amazon = 69
Southwest Airlines = 66
Apple - ipad = 65
Now you see why 80 is so good?! These are all respected companies we know and love. Here’s to CoverHound continuing to make our customers happy though providing innovation, savings and great service in the comparison insurance shopping space (and to hanging with the big wigs with our NPS)!
