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Net Promoter Score (NPS)
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Net Promoter Score (NPS)
The questions have 11 answers ranging from 0 (not at all likely) to 10 (extremely likely). The respondents are then put into a category depending on what scores they gave: detractors (score from 0-6), passives (from 7-8) and promoters (from 9-10).
A research study done by the London School of Economics showed that a net promoter score increase of 7 points resulted in a 1% growth in revenue. This shows the reliability and effectiveness of net promoter scores.
Net promoter scores are also advantageous in that they show the customer that they value their feedback. Furthermore, they can be used among employees as an unambiguous number in order to set targets and goals.
An example of the type of question that would be asked is ‘How likely would you be to recommend this product to a friend?’. This question requires the 0-10 scale and will get a quick and effortless response back. A series of questions like this will enable the researcher to give the respondent a score to put towards the overall net promoter score of the company.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.
Contact us
Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.
Contact us 
