FOCUS GROUPS: NET PROMOTER SCORE EXPLAINED
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of partners to recommend an organization/s offerings to others. It is used as a proxy for gauging the customer’s overall satisfaction with an organization’s offerings and the stakeholder’s value proposition, loyalty and level of engagement. Net Promoter Score Calculation Stakeholders are surveyed on one single question. They are asked to rate on an 11-point scale the likelihood of recommending the company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend this organization to a friend or a colleague?” Based on their rating, stakeholders are then classified in 3 categories: detractors, passives and promoters.
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