Every year, Zooma sends an NPS survey to customers and friends to get an idea of how we're doing. Here are the results from this year's survey.
NPS stands for 'Net Promoter Score', and is a commonly-used metric to gauge loyalty and satisfaction with a company or a brand.
It's fairly easy to calculate - respondents are asked the question, "How likely is it you would recommend us to a friend or a colleague?" They then give a score from zero to 10, with 10 being the most positive.
Those who give a score of zero to six are categorised as 'detractors'. Those who give seven or eight are 'neutral', and those who score nine or 10 are 'promoters'.
To find out your Net Promoter Score, you simply subtract the percentage of detractors from the percentage of promoters, giving you a number somewhere between -100 and +100.
This year, we're happy to announce that our latest Net Promoter Score is +82. That's the best result we've had in a few years, so thanks to everyone who responded!
Any score over zero can be considered good when it comes to NPS scores, since it means you have more promoters than detractors. So to have such a high figure this year means a lot.
We'll be back with another article like this next year, when the 2022 survey is completed. Does your company publish its NPS scores externally? I think it should. I wrote an article on this topic back in 2019 - take a look, and increase your transparency.
Founder, CEO & Strategist since 2001. Anders provides thoughts and reflections about what and how to think about onlinification and digitalisation in B2B. Asks a lot of questions, and knows what to do with the answers.