To determine the NPS, customers are asked the golden question listed above about the likeliness of recommending a particular brand to others. They are asked to rate their level of motivation on a scale of 0 to 10.
When Fred Reichheld looked at 400 companies across 18 different industries, he found the median NPS was 16. This is a strikingly low number. You certainly want to shoot for the sky with your NPS. To look at a general benchmark:
Anything below 0 indicates a problem with the customer experience
Above 50 is considered excellent
70 and up and your brand is capable of delivering a world-class customer experience.
And NPS is probably the best means by which to measure customer experience.
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