As Always, our Goal is to WOW You – NPS Measures our Promoters

9 Mar

Customer satisfaction is one of our highest priorities. Clearly stated in our mission, “We want to WOW our customers with exceptional quality and speed.” A vital part of achieving this goal is the ability to measure how well we do this. That’s where the Net Promoter Score (NPS) comes into play and we’ve been using it since 2007.

What is the Net Promoter Score?
NPS is a simple way to measure how satisfied your customers are. It asks one question: “How likely is it that you would recommend our company to a friend or colleague?” Then the customers choose between 0 (very unlikely) and 10 (extremely likely). The responses are then split into three groups: promoters (9 or 10), passives (7 or 8) and detractors (0 to 6). NPS is then calculated by taking the percentage of promoters and subtracting the percentage of detractors. The score can range from 100% to -100%.

How likely is it that you would recommend Spreadshirt to a friend or colleague?

Why use the Net Promoter Score?
This concept is based on the assumption that very satisfied customers are much more likely to recommend us than neutral customers. This word-of-mouth rating is not only a great way for us to measure how we are performing, but is a great way to get recognized. Instead of pumping money into expensive advertising campaigns, we rather want to focus on improving our product for current and future customers.

Where does Spreadshirt stand?
We’re proud to say that we do pretty well! But, first a little perspective. Three quarters of all companies that measure customer satisfaction with NPS have a score below 35%. The top quarter is sprinkled with successful brands like Apple, Amazon and Harley Davidson. And Spreadshirt.

The NPS for the 4th quarter of 2009 ranged from 50.1% in October to 47.3% in December. Let’s take a closer look then at December’s NPS score (above graphic). We were very happy to get such a high NPS during the holiday season, especially with the high volume. We know from experience that longer delivery times have a direct negative effect on the NPS. These are the important pieces of information that we can use to improve our product and our customers’ satisfaction and get even more promoters.

Our Market Research team can play around with lots of different variables, like printing techniques, delivery country, age or gender, just to name a few. Keep an eye out for some of these interesting variables in our next quarterly NPS update.

Interested in how our NPS score looked throughout 2009? Well, here you are!

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