Net Promoter Score

The Net Promoter Score (or if you want to sound cool at parties, just “NPS”) is the simplest of the techniques to get a quick opinion from your customers.

The idea behind the NPS is because it’s just one question, it tends to get a little higher response rate.

It’s just one question. Go ahead and try the NPS below.

Ah-HA! See, I tricked you! I recorded your first answer, then snuck a second question in on you just to see if you’d answer it.

The classic one-question NPS is great because it’s pretty general, so it tends to flush out whatever your customer is thinking – good or bad. In other words, whereas other questions lead people down particular paths (“what do you think about our prices?” or “what do you think about the promptness of our service?”) this is general enough that whatever your customer loves or hates about you is likely to show up (“Really? You love that we always wear plaid? Ok…”)

Of course, the trade off with the classic NPS is if you get an especially high score or an especially low score… you won’t know why. Dems da breaks. Normally, you’d have to do additional work, later, to figure that out, and that’s okay. The job of the NPS is just to be a thermometer — just to “take the temperature” and see if your customers are running hot, cold, room temperature, or if they run away from your invasive probing all together, you invasive probing maniac.

With this modified NPS, we’re taking a small chance by tacking on a second question to ask, “Yo, what da heck you tinkin?” Either way, whether our client answers it or not, by the time they get there, we’ve captured the original value of the original NPS – the temperature check. It’s a no-lose situation.

Let’s take a look at some even more invasive probing.