The case for NPS

I had an interesting conversation recently about how useful Net Promoter Score (NPS) is to a small business. The CEO I was speaking to had reluctantly run an NPS survey at the request of a third party. The score wasn’t brilliant so he and his team were feeling the need to find reasons and justifications.

But that’s missing the point – NPS is all about measuring improvement. They’ve taken the biggest step by setting a benchmark to improve on. If you don’t know where you are, how can you decide where to go? And if you don’t keep score how will you know when you’ve got there?

Yes, it’s great to have a high NPS but the real benefit comes when a score is low. We’ve been measuring NPS at Breathe for a number of years and it’s enabled us to focus on customer delight leading to a good score (in Oct 19 our NPS score was 40). In fact we’ve just made NPS one of our two top level KPIs and I’d encourage every CEO to start measuring.