Customer Feedback Tool

HPAlloys
Participant

NPS definitions

SOLVE

I don't understand how all of 0-6 can be Detractors, 7-8 Passive and 9-10 Promotors. Seems to really skew the results. Yes, it sets a high bar, but at the same time, leaves little room for error on the customers side.
I am seeing positive messages from Detractors and Passives, but they may not think the scale is logarithmic.
To me, anything above a 5 would be passive to positive in nature.

1 Accepted solution
MFrankJohnson
Solution
Thought Leader

NPS definitions

SOLVE

The Net Promoter system of management and Net Promoter Score (NPS) metric is DEFINED by the original creator -- Fred Reichheld -- not by individual companies using the metric (HubSpot included).

 

Note: Please search for recent posts as HubSpot evolves to be the #1 CRM platform of choice world-wide.

 

Hope that helps.

 

Be well,
Frank


Frank on LinkedIn

HubSpot's Hiring World-Wide!

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2 Replies 2
MFrankJohnson
Solution
Thought Leader

NPS definitions

SOLVE

The Net Promoter system of management and Net Promoter Score (NPS) metric is DEFINED by the original creator -- Fred Reichheld -- not by individual companies using the metric (HubSpot included).

 

Note: Please search for recent posts as HubSpot evolves to be the #1 CRM platform of choice world-wide.

 

Hope that helps.

 

Be well,
Frank


Frank on LinkedIn

HubSpot's Hiring World-Wide!

HPAlloys
Participant

NPS definitions

SOLVE

Seems reasonable.  If they are defined as incontent or passive, treat them that way - regardless of what their comments say to the contrary.

0 Upvotes