Do you publish your NPS-scores?

By Anders Björklund

Do you publish your NPS-scores?

Lots of companies use NPS (Net Promoter Score). One of the questions that I seldom get asked by businesses that have implemented NPS is, "Shall we make our NPS-score public?". How many companies are you aware of that publish their NPS scores?

Shall we make our NPS score public?

To answer that, I plan to cover all the advantages of publishing your NPS score. By publishing, I mean you make your NPS score public, e.g. by posting it on your website or sharing it publicly online. It would be best for you to show the NPS to your customers and employees regularly. Later, you can add suppliers and interested parties, e.g., the Board of Directors and investors.

Advantages of publishing your NPS score:

    • You practice openness and transparency.
    • It helps reinforce your company's commitment to existing and prospective customers and employees.
    • It can serve as a competitive advantage and make your company stand out.
    • You can discard your NPS score and a credible and compelling brand promise that your words align with your actions.
    • Prospective employees will take notice. People prefer to work with and for a company that is brave enough to publish their NPS score. Most people presume that there is a strong connection between satisfied customers and happy employees.
    • In a good way, you will put pressure on your own company.

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Anders Björklund
Founder, CEO & Strategist since 2001. Anders provides thoughts and reflections about how to think about onlinification and digitalisation in B2B.
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