I spent some time today thinking about Net Promoter Score, which is a metric that’s at the heart of Customer Experience Management. I wrote about it in a post titled The Most Important Number in Customer Experience Management, but in a nutshell, it’s the percent of a company’s customer base comprised of promoters less the percent comprised of detractors:
I don’t take issue with this representation, but I’ve wondered in what way ’re-jigging’ the numbers could make the traditional NPS formula read in a new way. For instance, with simple algebra you can factor out a (1/# of Customers) from both terms on the left side of the equation, leaving:
If I like anything about this representation, it’s the subtly with which it encourages you to calculate the difference between “# of Promoters” and “# of Detractors” first. That becomes our base, and (1/# of Customers) our scaling term.
It’s nothing earth shattering, but it’s a different way of thinking. For that reason it may be a valuable tool in the CXM practitioner’s toolkit.
