From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Net Promoter Score
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Net Promoter Score
- [Instructor] Net Promoter Score or NPS is a way to gauge the level of satisfaction of a service company's customers. It is a customer survey that consists of a single question. How likely is it that you would recommend our company, product, service to a friend or colleague? The scoring for this answer is most often based on a zero to 10 scale. Does this sound familiar? Ever had that question from a follow-up questionnaire or survey from your telco or internet service provider? Or maybe your gas or electricity company? I even got asked to fill in an answer to this today at the airport while ordering my pad Thai noodles. Here is a specific example. Have you ever used Airbnb? If you have, then you have received an email such as this. NPS is everywhere, even if you didn't know what it was called. So how is NPS calculated? In essence, it had a single question to get direct feedback from your customers on how…
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