Net Promoter Score®, or NPS®, is an important benchmark companies use to evaluate and improve on their customer experience and loyalty.
It is different than a customer satisfaction score in that it measures the overall perception clients have rather than single transactions.
NPS IN 2022
According to professional survey firm ClearlyRated, in 2022 accounting clients reported an overall benchmark NPS of 39% (their survey sample focused on accounting clients in the U.S. and Canada). Bland is very proud that, according to surveys conducted with our clients, our NPS is 100.
Industry NPS Benchmark
Learn About NPS
How is NPS Calculated?
Survey our clients, asking them “On a scale of 0 to 10, how likely are you to recommend to a colleague or friend?”
Categorize responses according to their score: 0-6 are Detractors, 7-8 are Passives, and 9-10 are Promoters.
Disregarding the Passives, subtract the percentage of Detractor responses from the percentage of Promoter responses to determine your Net Promoter Score. This score can range from -100 to 100.
What do the NPS Categories Mean?
Promoters: Customers who answer the question with 9-10 are enthusiastic, loyal customers who will tell their friends about your business and bring in new customers.
Passives: Customers who answer the question with 7-8 are indifferent and could become promoters — or they could switch to your competition.
Detractors: Customers who answer the question with 0-6 are unhappy customers, and not only are you at risk of losing them, they could do damage to your brand by sharing their bad experiences with other people.
Why is NPS Important?
First, it measures client loyalty, an important component in establishing a long-term partner. Second, it helps us identify ways we can improve our client experience.
Thank you Omaha!
While we are humbled by this excellent metric, we are always striving to improve our client offering and client experience. We have successfully beat our last score of 84 and brought it up to a perfect score of 100. We truly appreciate the Omaha community for its amazing support.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.