Customer Success: A Net Promoter Score® Unicorn
Insights from Chief Mastermind Jack Kelly
For the last 6 years, I have been providing insight into the Voice of the Customer for companies in San Diego and across the United States. The centerpiece of the survey is the calculation of a company’s Net Promoter Score® (NPS) which uses the following question:
“On a scale of 0 – 10, would you refer our company to a colleague or a friend?”
An excellent NPS is 50 or above. That means you have 50% or more Promoters than Detractors. Promoters rate you a 9 or 10 for that question. A Detractor rates you a 6 or below. Detractors are likely saying negative things about you in the market. A Passive customer on this scale rates you a 7 or 8 when answering this question. They are neither really happy or unhappy, just okay.
To get to your NPS, you subtract the percentage of Detractors from the percentage of Promoters. If you have 70% Promoters and 20% Detractors, your NPS would be 50% or 50.
AN NET PROMOTER SCORE UNICORN
Commit Global Translations has been a client for 8 years. They are exceptional. We helped them establish a U.S. presence focused on Biotech, Medical Device and high tech here in San Diego. As the company has steadily grown, so has their customer satisfaction.
So often, you hear about a company growing and losing touch with its customers. Commit, has not. In 2016 their NPS score was in the 80s, which is off the chart. In 2017, they did something I have never seen:
A Net Promoter Score of 100.
I share this story because customer satisfaction is slipping for most businesses. Companies are in a growth mode right now and many have followed that inverse curve of higher revenues and lower customer satisfaction. It does not have to be that way. If a small company like Commit can do this, so you can you.
Commit is headquartered in Athens, Greece. Spyros Konidaris, the Founder has done a great job of hiring. His team is maniacally dedicated to delivering a quality service and product. Over the last 8 years, they have proactively examined and changed how they operate to improve the employee and customer experience.
It is working!
My challenge to you is to strive to match Commit. Customer Success is a conscious decision, every day, for a company… and for each member of the team.
Connect with your customers in a meaningful way. Create a foundation of rabidly loyal customers that will stick with you in good and bad, because they can’t imagine working with someone else. Commit has proven it can be done. Now, it is your turn.
Jack Kelly, Founder and President of the Corlea Group
Jack founded the Corlea Group in early 2009 with his first client coming on board in January of that year. Jack loves to coach. He coaches his clients and he helps coach his kid’s teams – it’s his passion and has been for over 25 years as a professional, father and volunteer. Why? Because he likes to help a team succeed.