net promoterscore
TRANSCRIPT
Net Promoter Score
How Businesses Grow
in a Customer Driven
World
Net Promoter Score
What is it?
Don’t worry, we’ll tell you.
Net Promoter Score
1. On a scale from 1 to 10,
how likely are you to refer
our product or service to a
friend, family member, or
colleague?1 2 3 4 5 6 7 8 9 10
2. Please give the best reason for your answer:
Net Promoter Score
Net Promoter Score
Why does your
company need
it?How are you surviving without it!?
Net Promoter Score
Other surveys are:- Too Long
- Designed for research not to drive
change
- Anonymous
- Structured in the language of the
researcher
- Gamed and manipulated
- Victim to low response rates
Net Income: 154 Million
Increase of: 3.0%
Revenues: 1.125 Billion
Net Promoter Score
Relative NPS?
Net Promoter Score
What are
promoters and
detractors worth to
you?
Net Promoter Score
Average Customer Value: $210
Average Value of Promoter:
$328
Average Value of Detractor: -$58
Net Promoter Score
Retention RateAnnual Spend
Pricing
Cost Efficiencies
Word of Mouth
Net Promoter Score
Retention Rate
Annual SpendPricing
Cost Efficiencies
Word of Mouth
Net Promoter Score
Retention Rate
Annual Spend
PricingCost Efficiencies
Word of Mouth
Net Promoter Score
Retention Rate
Annual Spend
Pricing
Cost EfficienciesWord of Mouth
Net Promoter Score
Word of Mouth
Net Promoter Score
Retention Rate
Annual Spend
Pricing
Cost Efficiencies
Word of Mouth
Net Promoter Score
Word of Mouth80 to 90% of referrals come from
Promoters
80 to 90% of negative reviews
come from Detractors
Net Promoter Score
What is the
financial
impact?
Net Promoter Score
Referral
Economics
Net Promoter Score
8 million Dell customers40,000,000 positive comments
5,000,000 million negative
comments
Net Promoter Score
Dell 2010 Customers
Referrals
Other
Net Promoter Score
1 million Dell customers
from referrals.
Average customer worth
$210
=$210,000,000
generated through
Net Promoter Score
The price of each positive
comment = $5.25
(210 million / 40 million)
Promoter Value = $42.00
per Referral
Net Promoter ScoreWhat is the
lasting impact?
We’re glad you asked.
Net Promoter Score
Net Promoter Score
Net Promoter Score
Net Promoter Score
Separation of good profits from
bad profits.
Financial Projections
Human Resources Efficiencies
Intelligent Marketing Spends
Net Promoter Score
Do you have
any questions?
We hope so!
Net Promoter Score
Strategy Lab Marketing Cycle
