Many of you may be aware we have a generic survey that is automated and connected to each of your programs. When your program is marked as “complete” within Salesforce, Qualtrics will send a general survey to the participants who attended. Although we have just started collecting this information, your hard work and service to your constituents are clear, with a net promoter score (NPS) of 82.
About NPS
The NPS is a widely used metric for gauging customer loyalty and satisfaction. Developed by Fred Reichheld, Bain & Company, and Satmetrix in 2003, NPS measures how likely customers are to recommend a company’s products or services to others.
How NPS Works
Survey Question
The core of NPS is a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”
Scoring
– Promoters (9–10): These are loyal enthusiasts who will keep buying and also refer others, therefore fueling growth.
– Passives (7–8): These are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
– Detractors (0–6): These are unhappy customers who can damage your brand through negative word-of-mouth.
Calculation
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The formula is
NPS = %Promoters − %Detractors
The score can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).
Interpretation of NPS
- NPS > 0: More Promoters than Detractors, generally considered good.
- NPS > 50: Excellent, indicating a high level of customer loyalty.
- NPS > 70: World-class, representing exceptional customer satisfaction and loyalty.
As you can see, an NPS of 82 is world-class customer satisfaction. Thank you for your diligent use of Salesforce, and keep up the great work!
Ongoing Training
Speaking of work, we still have more to do as we learn to better utilize the tool of Salesforce. The Salesforce team will be visiting each District in person this fall to provide hands-on training. We are also continuing to offer Salesforce office hours every Monday morning at 9:00 a.m. If you don’t have the link, please reach out to Becca Hedden at rthomp7@clemson.edu, and she will make sure you get the calendar invitation.
