GEORGIA FUNDERS NETWORK FOR RACIAL EQUITY
Net Promoter Score Explained The Net Promoter Score is an index ranging from -100 to
“On a scale of 0 to 10, how likelyareyou to recommend GFNRE to a friend or a colleague?” Based on their rating, stakeholders are then classifiedin 3 categories: detractors, passives and promoters.
The Net Promoter Score (NPS) is determined by subtracting the percentage of stakeholders who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the Net Promoter Score. At one end of the spectrum, if when surveyed, all of the customers gave a score lower or equal to 6, this would lead to an NPS of -100. On the other end of the spectrum, if all of the customers were answering the question with a 9 or 10, then the total Net Promoter Score would be 100. 0 1 2
100 that measures the willingness of
stakeholders to recommend an organization to
3 4 5 6 7 8 9 10 Extremely likely to recommend NPS=% -%
others. It is used as a proxyfor gauging the stakeholder’s overall satisfaction with an organization’s work their loyaltyto the brand. Net Promoter Score Calculation Stakeholders are surveyed on one single question.Theyare asked to rate on an 11-point scale the likelihood of recommending the organization to a friend or colleague.
DETRACTORS ‘Detractors’gave a score lower or equal to 6. They are not particularlythrilled by the organization.They, with all likelihood, won’t engage or advocate and could potentially damage the organizations reputation through negative word of mouth.
PASSIVES ‘Passives’gave a score of 7 or 8. They are somewhat satisfiedbut could easilyswitch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of- mouth, but are not enthusiastic enough aboutyour products or services to actually promote them.
PROMOTERS ‘Promoters’ answered 9 or 10.
Not likelyto recommend
Theylove the organization’s products and
GFNRE will use net promoter score to: • Establish a baseline with our various stakeholders • Develop and execute programs that grow NPS. • Drive membership, engagement and revenue growth.
services. They are the repeat buyers, are the enthusiastic evangelist who recommends the products and services to other potential buyers.
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