Inavero helps B2B firms credibly differentiate themselves based on their service.
Net Promoter® Score (NPS® for short) is a simple metric based on a survey question that asks your clients how likely they are to recommend your firm to a friend or colleague on a numeric scale of 0 - 10; ten being extremely likely and zero being not likely at all.
Responses to the Net Promoter Score question are divided into three categories:
Your firm's "score" is calculated by subtracting the % of detractors from the % of promoters in your respondent set. By way of example, Inavero's lifetime NPS score is 84%, which is derived from the 86% of promoters across our company survey history minus the 2% detractors across our company survey history.
86% - 2% = 84% NPS. Easy peasy.
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The 2018 NPS Benchmark for B2B service providers (across industries) operating in the U.S. and Canada is 18%.
Compare that to global NPS standards - which classify 50% NPS as excellent and 70% NPS as world-class - and you begin to see just how much opportunity you have to differentiate on service quality.
The Net Promoter survey methodology is the only client survey that measures loyalty behavior as a proxy for satisfaction. Tying this short, simple survey question directly to clients' willingness to refer your firm allows you to:
Hear what your clients think
Identify service wins and issues
Benchmark service quality
Identify referral prospects
Many leading B2B service providers fail to realize a full return on their satisfaction survey investment. The crux of the issue? Finding opportunities that go beyond measurement with NPS.
Going further with NPS includes:
At Inavero, we believe a well-designed NPS survey program should place your firm’s service levels at the center of your marketing strategy - from retention and account growth to industry differentiation and improving your online search results.