What’s Your NPS? Better Know It!

via LinkedIn
February 28th, 2014

Google “Measure of Success” on the Internet and you’ll see over 7,000 links to explore. I was reading Bernard Marr’s piece about Net Promoter Score (NPS) this morning just before I had breakfast with an Executive VP at Southwest Airlines. He told me that Southwest had used the NPS metric for a number of years to track customer approval. They track this closely and enjoy one of the highest customer approval rating in the industry—and only 0.32 complaints per 100,000 passengers. NPS is based on the idea that when customers are asked (on a scale of 0 to 10), “How likely are you to recommend a particular company to a friend or colleague?” they can be grouped into three groups:  

Promoters (score 9-10)
Passives (score 7-8)
Detractors (score 0-6)

An organization’s NPS is calculated by subtracting Detractors from Promoters. Read more about NPS.

While there are other measures of success, calculating your personal and your company’s Net Promoter Score might be important—and more biblical than you think. Proverbs tells us, “Do you see a man skilled in his work?  He will serve before kings; he will not serve before obscure men” (Proverbs 22:29). Jesus says it this way, “In the same way, let your light shine before men, that they may see your good deeds and praise your Father in heaven” (Matthew 5:16).

How does your organization measure customer satisfaction?

What is your personal NPS?