Net Promoter ScORE

To be the world’s best we need to capture feedback in order to measure the satisfaction of our customers. NPS, or Net Promoter Score, is a management tool to determine the loyalty of customers. It is measured through a question such as, “How likely are you to recommend our products/services to a friend or colleague?”. They can then answer on a scale of 0-10. Those who answer 9-10 are considered Promoters because they are most likely to exhibit a value-creating behavior like recommending the product or service to a friend. Those who answer from 0-6 are considered detractors because they are less likely to exhibit value-creating behaviors. Then, those who answer 7 or 8 are considered Passives because their behavior falls between the Detractor and Promoter. 

The Net Promoter Score, or Net Promoter Number, is calculated by taking the percentage of Promoters minus the percentage of Detractors. The score can range from -100 to 100. While any score above 0 is deemed good, a score of 50+ is considered excellent, and a score of 70+ is considered exceptional. Each of Phillips branches has its own goal and score that is tracked monthly.