Inavero helps B2B firms credibly differentiate themselves based on their service.
When you invest in a ClearlyRated survey program, you're also investing in your firm's Net Promoter® Score.
The Net Promoter® survey methodology was created by Fred Reichheld at Bain & Company and Satmetrix, and was later introduced as the Net Promoter Score in 2003 when Reichheld published an article in the Harvard Business Review – ‘The One Number You Need to Grow’.
Since then, NPS has taken the business world by storm. This single survey question empowers companies to measure their clients' willingness to refer their product or services as a proxy for client satisfaction and service quality. What's more, the simple NPS reporting methodology allows firms to weigh their scores against competitors and across industries to build greater context around their clients' experience.
Every ClearlyRated survey asks clients the NPS question and helps B2B firms build additional understanding around what drives that metric and how they can continue to grow it.
Calculating your firm's Net Promoter Score starts with a simple survey question that asks clients how likely they would be, on a scale of 0-10, to recommend your firm to a friend or colleague.
Sounds familiar, right?
Responses to the NPS question are broken up in to 3 groups:
Net Promoter Score (or NPS® for short) is calculated by subtracting the % of client detractors from the % of promoters. By way of example, Inavero’s lifetime NPS is 84%, which is derived from the 86% of promoters across our company survey history minus the 2% of detractors across our company survey history.
86% – 2% = 84% NPS. Easy peasy.
Every year, Inavero's research team surveys hundreds of clients and buyers of professional services to build statistical benchmarks for NPS across B2B industries. We provide this information to our own clients to help them better understand their clients' satisfaction levels and also to paint a more clear picture about the larger dynamics in their industry.
We're very excited to share these benchmarks with you as well! Browse the links below to learn more about NPS in your industry: