If you’re unsure what NPS is, it stands for Net Promoter Score and it’s used to gauge a company’s relationships with their clients. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. You ask every customer you have a simple question: “How likely would you be to refer us to a colleague or friend?” on a scale from 0-10.
So what is a good NPS score? Well let’s give you a few examples: FexEx has a -9, CVS has a -10, and Apple is 47. Right now the highest NPS score that Kevin could find on the Internet is Costco with a score of 79. Anything over 70 is world-class.
Today, Kevin updates you on our current NPS score. When we started, we had a negative score because we had a lot of hosting clients, clients we didn’t really interact with because we simply hosted their website. But we set a goal and kept increasing that goal as we hit and surpassed it each quarter. Our team has worked very hard to get that score up, particularly our project manager, Jamal.
We’re happy to report that in less than a year, we’ve gone from a negative NPS to a score of 75. We have surveyed every client we work with after 90 days because at that point they’ve done enough work with them for them to know what kind of company we are and work we do.
So huge kudos to the entire Array Digital team because everyone is responsible for that score; everyone interacts with the clients, everyone is working to meet these deadlines for the clients and create great relationships with them.
So do you do NPS? Are you tracking the success, satisfaction, and relationship you have with every single client? If not, then you’re just rolling the dice. You’ll hear not only the things that your company is doing well but also the things that could use some improvement.
Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.
Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.