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Customer

There are various ways to measure customer satisfaction. The best known is the Net Promoter Score, NPS.

Net Promoter Score

We ask our customers the following question: "How likely are you to recommend company X to a friend or colleague?"

\[ NPS\,\% = \frac{\# Promoters - \# Tractors}{\# Total\,Respondents}\cdot 100 \]

  • \({NPS}\): Net Promoter Score

  • \({Promoters}\): Customers who responded with 9 or 10.

  • \({Detractors}\): Customers who answered 0 to 6.

The \({NPS}\) is widely used and is therefore suitable for comparing your company with other companies. However, it has been shown that the correlation between high \({NPS}\) and high growth is relatively weak.

Net Promoter Score

\[ NPS\,\% = \frac{\# Promoters - \# Tractors}{\# Total\,Respondents}\cdot 100 \]
  • KPQ: How satisfied are our customers with us?
  • Type: Quote
  • Scale: \(-100\,\% < NPS < 100\,\%\)
  • Reference Value:
  • -100% to 0%: bad
  • 0% to 30%: medium
  • 30% to 100%: good