What do you know about your customer experience? Sales and profits can tell you many things about your business but they don’t tell you what your last customer, or last 50 customers, thought of the service you provide. This past year, Lowen has used the Net Promoter Score (NPS) to answer our questions. In fact we needed the answer to just one question.
A company calculates its Net Promoter Score by asking one question of recent customers.
“How likely is it that you would recommend our company/product/service to a friend or colleague?”
The customer answers this question by ranking Lowen Sign Company from 0 to 10 with 10 being “very likely” and 0 being “not at all”. A 9 or 10 ranking makes that customer a promoter, where a 0-6 rating makes a customer a detractor. These rankings are used to calculate an overall NPS score.
% Promoters - % Detractors = NPS Score
Now what does a great NPS score look like? 100? 50? Any positive number is considered good and companies with a 70 or higher are considered to have world-class customer service. Negative numbers are possible.
Lowen Sign Company’s NPS score of 80 places us among the ranks of the top rated companies in the world. Companies such as Apple, Amazon and Netflix rank at an NPS of around 70.
Our score reflects how much we care about our customer experience. Everyday we make decisions based on feedback we receive from our NPS survey. Some recent changes at Lowen are our more user friendly website, easier product reordering, order tracking, and a 3 day production time. We also maintain our helpful service on the phone with experienced customer service representatives to meet our customer’s needs.
Are you going to try NPS to learn more about your customers? Let us know on Facebook or Twitter. To try the Lowen Sign Company customer experience for yourself call 800-545-5505 or visit our homepage at www.lowensign.com.
“What Do Companies with High Net Promoter Score Have in Common?” Retently, Dec. 14, 2016, https://www.retently.com/blog/companies-high-net-promoter-score-common/
“Why Net Promoter Score is Still a Valuable Customer Service Metric” Blake Morgan, Forbes, May 11, 2016, https://www.forbes.com/sites/blakemorgan/2016/05/11/why-net-promoter-score-is-still-a-valuable-customer-service-metric/#1d4f2ca95d88
“What is Net Promoter?” Net Promoter Network, 2017, https://www.netpromoter.com/know/