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.
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.