The answer to the question, What is a good Net promoter Score, varies greatly upon who you are as a company as well as your current stage in your product life cycle.
It also makes a big difference if your company is customer centric or not. Companies that have products or services that interface with the end users directly often need to pay closer attention to what their users like and dislike, more then a company that is shielded behind several layers of distribution channels.
To help make our understanding easier, we like to break the net promoter score range into various sub groups.
- Negative Scoring Companies: These are companies who just don't care about their customer service. These scores are generally achieved because paying attention or responding to customer feedback is not a current priority and in many cases is disregarded. In fact companies that fall into this range generally are either experiencing major issues or have done something delibrate (such as a product cancellation, etc) to create negative feelings.
- Flat Line Scoring Companies: These are companies that are having issues, but are trying to resolve them. This is common with companies that are new, just launched a new product or generally still have a good deal of work in front of them. This is also common for companies who are not making a lot of money and need to cut back on expenses as they cannot afford higher levels of customer satosfaction.
- Positive Scoring Companies: These are companies who treat customer satisfaction as important. They engage with their customers, but are unable to please everyone. This stage is common for more mature companies.
- Exceptional Scoring Companies: These are companies who have customer satisfaction at the top of their priority list. The proactively engage with customers to ensure satisfaction (and remedy if needed) before the customer even has a chance to provide feedback. This approach can be very costly to the company but results in strong customer satisfaction. This stage is rare and reserved for comapnies who are willing to pay for it.
At dimbal.com we believe that any company that cares about their customer satisfaction can get into the positive 20+ range. This is achieved by measuring and acting upon user feedback. With the tools at dimbal.com companies can measure their net promoter score as well as identify customer complaints that need to be addressed.