Net Promoter Scores — commonly called NPS — have been a basic metric of business since Bain and Co. introduced the concept in 2003.
The purpose of NPS is to gauge customer loyalty with one question: “How likely is it that you would recommend [the organization/product/service] to a friend or colleague?”
The customer gives an answer on a scale of zero to 10. Customers whose answers fall between zero and six are considered “detractors” — people who either won’t promote the brand or actively discourage others from buying it. People who respond with a seven or eight are called “passives.” They may buy again, but they’ll jump for a better price or feature.
Customers who answer with a nine or 10 are considered “promotors.” They are enthusiastic about the brand, intend to repurchase, and happily recommend it to others.
The Net Promoter Score is calculated by subtracting the percentage of detractors and passives from promoters.
That score is especially important. According to Bain, between 20% and 60% of the variation in organic growth rates is explained by the brand’s NPS, and companies with the highest NPS had 2x more growth than their competitors.
Clearly, it’s worth creating a customer experience (CX) that customers voluntarily, enthusiastically promote. But many businesses outsource the function most closely associated with CX: customer care.
It makes excellent business sense. A BPO with expertise in customer care can create efficiencies, save time, and cut costs for the client. But if the BPO isn’t driving the NPS up, it isn’t providing much value. It may even be doing active harm.
That’s why ClearSource is 100% committed to delivering a luxury customer service experience to every customer of every client. We believe the exceptional is essential — and that applies to our agents, their training, and their approach to engaging client customers. Ultimately, that approach drives clients’ NPS up.
That score is more than a business metric. It’s a look at the business’s future. We believe a BPO should constantly create a better future for clients — and we know that requires truly exceptional customer care.
