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Net Promoter Score for e-roleplay: OFF THE CHARTS!
Posted on August 29th, 2013

By Cameron O. Anderson

e-roleplay Inc. now tracks Net Promoter Scores for every client and every participant and are having extraordinary results.The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.

By asking one simple question — On a scale of 0-10, would you recommend this company to your friends and colleagues?  (0 = not at all 10 = It was the best ever)  – you can track these groups to get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company’s Net Promoter Score (NPS®), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

In the charts below you can see some global companies’ NPS scores from 2011 and 2012.

As you can see, e-roleplay Inc.’s NPS of 87% is, by global comparison, truly remarkable. Our Participants often tell us after a course how much they enjoyed it and how impactful and useful the training was. Here are just three examples:

 “This was fantastic. It was great to be able to actually practice the techniques we have been learning in training out loud.  It made it very real. I learned a lot more doing it this way.”

“I loved the whole process of this- focusing on both the positives and the opportunities. The scenarios were great too, actual clients talk to us exactly like this, so it fits perfectly in the role I’m in.” 

“It’s a great way to put our education into practice. I liked that it’s not a test, but an opportunity to improve. Great, useful feedback that I can put into practice right away.”

We provide the type of customer-centric feedback that makes a real difference in improving how our clients and their teams relate to their customers. 

 

NPS Leaders – U.S. 2012

NPS Leaders – UK 2011

Company

NPS

Company

NPS

USAA – Banking

83

Apple – Computer Hardware

67

Amazon.com – Online Shopping

76

First Direct – Banking

61

USAA – Auto Insurance

74

LG – Television

39

Trader Joe’s – Grocery

73

Samsung – Television

35

Costco – Department Stores / Apple – Computer Hardware / USAA – Homeowners Insurance

71

Sony – Computer Hardware

30

 

NPS Leaders – Germany 2011

NPS Leaders – France 2011

Company

NPS

Company

NPS

Apple / iPhone

70

Apple / iPhone

57

ING-DiBa – Banking

48

MAIF – Car Insurance

38

Sony – Television

37

Panasonic – Television

32

Panasonic – Television

36

Sony – Television

28

Samsung – Television

29

Samsung – Television

26

Source: SATMETRIX: NetPromoter Community

 

 

If you’re interested and would like to read the complete research paper, here is the link:

http://www.researchscape.com/business/netpromoter-survey 

We’re very excited by the numbers we’ve seen so far.  Through our amazing team of professional and experienced Roleplayers, we can help you and your team improve the quality of your customer conversations and achieve the results that you’re looking for.

Why practice on your customers when you can practice with us? 

One response to “Net Promoter Score for e-roleplay: OFF THE CHARTS!”

  1. […] programs also get to weigh in on how well we’ve done through NPS (Net Promoter Score), which is always way above industry standards at approximately 89%, and the feedback we receive from learners is positively […]

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