- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The single most important number that directly impact your profitability doesn’t even appear on your financial statements: Customer Satisfaction. Our Ask Ms. Jones™ process provides you with prompt, actionable information so you’ll know exactly what your customers are saying about you, which positions you as a problem solving expert armed with answers that can laser guide your store to the top of the heap. Our furniture-exclusive process, based on the Net Promoter Score (or NPS®), is a straightforward metric that holds you accountable for how you treat customers. The concept was first popularized through the book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer- centric change and improved performance. How to Calculate Your Score NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would you recommend [Company X] to a friend or colleague? — you can track these groups and get a clear measure of your company's performance through its customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows: