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There are many ways to measure the human aspect of B2B relationships. One tool that we use at Nucleus is NPS which stands for Net Promoter Score (NPS), a metric that provides us with valuable insights into the client experience and helps us track how we are perceived by our clients. The NPS was first introduced in a 2003 Harvard Business Review article by Fred Reichheld, a partner at Bain and Company entitled “The One Number You Need to Grow.”
Every quarter we send out a single-question survey to all of our clients: “How likely are you to recommend us to a friend or colleague?”
Clients give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, clients fall into one of three categories:
- Promoters respond with a score of 9 or 10 and are typically our loyal clients who perceive our services as excellent.
- Passives respond with a score of 7 or 8. These clients are satisfied with our services but not as much as promoters.
- Detractors respond with a score of 0 to 6. These are unhappy clients who are unlikely to recommend our services.
The NPS is worked out with this formula: The percentage of Promoters minus the percentage of Detractors = our NPS.
Why NPS?
NPS surveys provide us with valuable business insights, but for the most part, there are five reasons why these quarterly surveys are so important:
- It indicates healthy business relationships and helps us understand client loyalty
- Provides insights into where we can make improvements
- It can be used to predict business growth through word-of-mouth client referrals
- Identifies what client relationships need improvement
- Enables us to track both positive and negative changes over time
Nucleus consistently scores above 90, the zone considered to be world-class. In 2023, we will continue to work towards improving this score, as well as our CSAT (client satisfaction score). We encourage our clients to complete our quarterly surveys and provide additional feedback to help us improve our services so that we can better supercharge your IT!
Interested in learning more? Reach out to us!
