For as long as I can remember, and that is 40 years, cable TV services have been unpopular and unloved in customer satisfaction surveys. That same unhappiness now applies for internet service providers as well. One way of illustrating that is net promoter scores.
The foundation of the net promoter score is the answer to the question “how likely is it that you would recommend this event to your colleagues and friends?”
source: Customer Experience Update
The score is calculated by comparing numbers of “promoters” to the numbers of “detractors.”
For example, if 10 percent of respondents are Detractors, 20 percent are Passives and 70 percent are Promoters, an NPS score would be 70-10 = 60.
NPS expected scores for events tend to be high, compared to many business-to-consumer products. An event tends to get 45 percent “excellent” scores, for example.
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