One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond to that message you can turn people around dramatically.
So recently I ran the numbers to get under the covers on this subject and found some very interesting results. In the process I looked at several sets of data and charted it in two ways: response rate by score and comment rate by score. See below for the charts.
The first thing to notice is that the shape of the curves is remarkably similar across all of the companies. Of course the exact proportions of each score are different as each organization has a different NPS® but the shape of the curve is very similar. [Read more…]