Net Promoter Score® and why you should care about it
At Digital Prospectors, we strive to deliver an exceptional experience and top-notch service to our clients, candidates and internal employees. A way we can track satisfaction and brand loyalty is by conducting Net Promoter Score®, or NPS®, surveys throughout the year.
What is NPS®?
NPS®, measures customer experience and predicts business growth. This proven metric has been adopted by two-thirds of the Fortune 1000 and now provides a basic measure of customer sentiment that is recognized globally.
NPS® is often held up as the gold standard customer experience metric. First developed in 2003 by Fred Reichheld at Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. Since NPS® is a single metric, it is easy to measure, track over time and benchmark against the competition. NPS® scores provide a high-level aggregate score of whether customers will help grow your business or shrink it.
How is NPS® Score Calculated?
NPS® is calculated using the answer to a single key question, using a 0-10 scale: How likely is it that you would recommend [company] to a friend or colleague?
Based upon their selected score, responders are placed in the following groups:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
A company’s NPS® is then calculated by subtracting the percentage of Detractors from the percentage of Promoters, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
Here is how Digital Prospectors’ NPS® Scores stack up against brands you may recognize:
When analyzing our NPS® scores against leading brands across industries, as illustrated in the chart, it is notable that Digital Prospectors is achieving Excellent customer satisfaction scores amongst Clients, Consultants, and Internal Employees.
When compared to our competitors in the staffing industry, it is evident that our scores demonstrate that we are an industry leader in customer satisfaction and loyalty.
Why does having Excellent NPS® Scores matter?
When determining which staffing agency to work with, NPS® score can help identify which one’s are likely to produce a positive experience. NPS® scores rely directly on insights from clients, candidates, and internal employees, therefore it is a metric that you can trust. Every company can cherry-pick some 5-star reviews to showcase, but NPS® scores provide a quick data-driven organic snapshot into the company’s customer satisfaction. By comparing a company’s NPS® scores to other companies in the same industry, along with other industries that you may be familiar with, you can get an idea of what to expect when working with them.
Work with a World Class Staffing Agency
If you’re searching for a new job opportunity (check out our recent IT job opportunities today) or looking to build out your next all-star team (Contact one of our IT staffing specialists), let Digital Prospectors help take your career or organization to the next level.
With over 20 years of extensive experience in the staffing industry, Digital Prospectors is dedicated to finding top candidates incredible jobs at prestigious companies nationwide.
About Digital Prospectors
We believe all people should love their jobs. Founded in 1999, Digital Prospectors is a top IT staffing agency in Boston that has placed thousands of contractors and direct-hire employees with hundreds of prestigious companies nationwide. Our work is about improving the lives of the people we serve by connecting opportunity and talent in meaningful ways. Life is short – Love your job!®
Sources:
Colvin, Geoff. “The simple metric that’s taking over big business” https://fortune.com/longform/net-promoter-score-fortune-500-customer-satisfaction-metric/. Accessed Feb 14, 2022.
Gregg, Eric. “2021 Staffing Industry NPS® Benchmarks” https://www.clearlyrated.com/solutions/staffing-nps-benchmarks/. Accessed Feb 8, 2022.
Gregg, Eric. “NPS® 101 for Staffing and Recruiting Firms.” https://www.clearlyrated.com/solutions/nps-101-staffing-recruiting/. Accessed Feb 1, 2022.
Reichheld, Frederick. “The One Number You Need to Grow” https://hbr.org/2003/12/the-one-number-you-need-to-grow. Accessed Feb 8, 2022.
“What is Net Promoter?” https://www.netpromoter.com/know/. Accessed Feb 1, 2022.