It comes in many flavours but easily the most common question on Net Promoter that I get asked is:
How good is my Net Promoter Score?
Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know.
While there are some reasonably comprehensive, multi-industry, NPS research reports unless your company is actually included in the study they are generally worthless in giving you a benchmark against which to measure your internally derived score.
The reason is quite simple. NPS can vary dramatically depending on a variety of factors and unless your survey process is the same as the benchmark’s process they are not comparable.
Don’t worry I’ll give you two good resolutions to this problem but first why, are those published data of so little assistance?
Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.
