Net Promoter Score® (NPS) is a widely used metric for assessing customer experience and loyalty. It gauges how satisfied customers are with a business and how likely they are to recommend it to others.
Net Promoter Score operates through a straightforward survey. Businesses send out a survey with the key NPS question: “How likely are you to recommend this company to a friend or colleague?”
Senexus and the Net Promoter Score?
Senexus has used the Net Promoter Score tool for more than ten years. Over this time, and considerable data, Senexus has achieved a remarkable NPS of 96. This exceptional rating is a hard-earned endorsement of the quality of client service and outstanding results delivered by the Senexus team. It’s also healthy reassurance for prospective clients that Senexus does provide the advice you need when dealing with the aged care system.
Anecdotal support of Senexus’ client satisfaction can also be found via client testimonials and Google reviews.
How to interpret the NPS
The NPS categorises respondents into three groups based on their loyalty and satisfaction. Each category is defined by how respondents answer the key NPS question.
Here’s a breakdown of each group:
- Detractors (0-6): Unsatisfied customers, unlikely to make repeat purchases, and may even dissuade others from using your business.
- Passives (7-8): Satisfied but unenthusiastic customers who could switch to competitors for better deals or features.
- Promoters (9-10): These are brand advocates. They recommend your business to others, organically boosting your reputation.
How to calculate Net Promoter Score
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (% of promoters – % of detractors). This simple formula helps businesses gauge overall customer sentiment and loyalty.
What’s a good Net Promoter Score?
Determining a good Net Promoter Score varies by industry, company size, and market context. Here are two key points to consider when benchmarking the NPS score:
- Global Benchmarks:
- Average NPS: The global NPS average is +32.
- Median NPS: The median is +44, indicating half score below and half score above this figure.
- Industry-specific benchmarks:
- Professional Services: Average NPS of +43, with top performers reaching +73 or higher.
