From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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How does Net Promoter Score work?

How does Net Promoter Score work?

From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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How does Net Promoter Score work?

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- [Instructor] So how does this NPS thing work? Well, first off, it's direct feedback from our customers, not some arbitrary time that we have assigned to X priority classification of issues. Therefore, it is targeted and not just a random finger in the air on how we are actually doing. When a user provides a score back to the service desk, we collect this and calculate the score by subtracting the percentage of customers who are classified as detractors from the percentage of customers who are classified as promoters. Anyone classified as passive respondent counts towards the total number of respondents. This decreases the percentage of detractors and promoters and trends the score towards zero. An NPS that is positive, i.e., higher than zero, is felt to be good. And an NPS of greater than 50 is excellent. So why not just use SLAs? Many people might already have SLAs in place and be wondering, why not just continue…

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