June 5, 2011 Daniel Burns

As a professional website design company, our biggest source of new customers are referrals.  And to track the “referral health” of our business we started recording and analyzing our Net Promoter Score (NPS).  Developed by Fred Reichheld, of Bain & Company, NPS depends on one simple question for customers; How likely are you, on a scale from 0 (Not Likely) to 10 (Extremely Likely), to recommend our services to a colleague or friend?  0 to 6 are the “detractors”, 7 or 8 the “passives”, and 9 or 10 are the “promoters”.  Your company’s NPS is the percentage of promoters less the percentage of detractors.

Every website that we build, we will recommend the implementation of a post experience survey.  This will give you the data to track your NPS, and by asking the right questions the ability to modify your services/products and increase your NPR Score.  Customer feedback in the correct format is fundamental for this model to work.

Please contact me if you are interested.  We will help you create a custom survey and have it implemented as part of your website worfklow, so you can also start benefiting from your Net Promoter Score.

Daniel Burns

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