The Net Promoter Score is a customer satisfaction tool used to gauge the loyalty of your customer relationships. WashU IT used responses to a specific TechQual+ survey question to calculate Net Promoter Score (NPS):

On a scale of 1-8 with 8 being the highest, how likely would you be to recommend Washington University IT Services to your Colleagues?

2018 Net Promoter Score: 31

Net promoter score +31

(2016 Net Promoter Score: 32 – View that chart.)

The Net Promoter Score (NPS) measures the likeliness of a customer referring you to someone, and it’s one of the most popular methods for measuring customer loyalty. The strength from NPS is that it’s not about an emotion of satisfaction, but about you, as the customer, and your intention of referring – which is easier to answer. It gets strait to the point of asking whether our service is good enough for you to support encouraging others to use it, something you may not have thought about before.

Respondent by Group Definition

  • Promoters: (score 7-8) are loyal enthusiasts who will help promote your service to other users
  • Passives: (score 6) are satisfied but unenthusiastic customers who are vulnerable to negative influence
  • Detractors: (score 1-5) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

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