Net Promoter Score (NPS)

NPS Defines Quality of Service

NPS methodology is embraced by major companies as a measure of customer loyalty, engagement, and future business growth. Kelly places high value on this tool and has adopted its use as a measure of customer, employee, and supplier loyalty, providing an unbiased reflection of our quality of service.

Calculating the Score

Only one survey question is used to calculate NPS:
Based on your experience, how likely would you be to recommend COMPANY NAME to a friend or colleague, on a scale of 1-10?

Responses are then classified by score into three categories:

  • Promoters - respondents rating the company a 9 or 10; considered highly loyal and proactive in their support, they will encourage their colleagues to buy from the company.
  • Passives - respondents rating the company a 7 or 8; they can either be retained, and moved up the NPS chain with good service, or stolen by a competitor with relative ease.
  • Detractors - respondents rating the company 6 or below; unhappy customers who are not satisfied, they are willing to replace or speak negatively to colleagues about the company.
A simple formula determines each company's final score:
Net Promoter Score = % of Promoters - % of Detractors 

Kelly is proud to be among a growing list of top companies that use NPS to help evaluate our performance by learning more about the satisfaction and engagement of our customers, employees, and supplier partners.