Net Promoter Score goes up to 94
Our average NPS for 24 months has risen again
- February 2025 -
In the second half of the year, we also asked our customers about their satisfaction. The question to buyers from the last six months is always:
"On a scale of 0 to 10, how likely is it that you would recommend our company to a friend or colleague?"
Fortunately, most of our partners answered "10". We use this question to calculate the so-called Net Promoter Score (NPS).
Anyone who wanted to could also make a short statement, which we are happy to present here in the speech bubbles and in the text block below.
Average value of the last 24 months
How is the Net Promoter Score calculated?
The answers to the above question are classified into three groups:
- Promoters (score 9-10):
These are the customers who enthusiastically recommend your company to others. They are extremely satisfied and loyal. - Neutrals (score 7-8):
These customers are satisfied but not enthusiastic. They are neither particularly loyal nor particularly dissatisfied. - Detractors (Score 0-6):
These customers are dissatisfied and might rate your company negatively or recommend it to others. They are not loyal and could churn.
To calculate the NPS, we subtract the percentage of detractors from the percentage of promoters. The result is between -100 and +100, so a higher NPS value indicates a greater likelihood that customers will recommend us to others.
Was sagt der Net Promoter Score nun aus?
The NPS is in itself more than just a simple number. The value provides an insight into customer opinion and enables companies to quantify customer satisfaction and loyalty. We can then draw important conclusions from this:
- Enthusiastic customers actually recommend us to others. This allows us to benefit from a broader customer base.
- Detractors, on the other hand, offer valuable insights into the areas in which we can improve. This enables us to take targeted measures to increase customer satisfaction.
- A high NPS is an indicator of long-term customer loyalty. We are therefore likely to do business with you over a longer period of time.
Advantages of the Net Promoter Score for customers
However, the NPS not only benefits us as a company, but also our customers. As we rely on customer feedback to improve our NPS, it leads to the continuous improvement of products and services. Our partners benefit from even higher quality products and services.
We also use the NPS to better understand customer needs and offer personalized products and services.
Fazit
Overall, the Net Promoter Score is a valuable tool for measuring customer satisfaction and loyalty, helping us to improve services and look after customers in the long term.
It is a concept that is not only beneficial for companies, but also improves the customer experience in the long run. And that is exactly what we want: That customers are satisfied with our work.
