Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Net Promoter Score | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
The net promoter score (NPS) is based on the idea that every organization’s customers can be divided into three categories: promoters, passives, and detractors. By asking one question—“How likely is it that you would recommend our service to a friend or colleague?”—you can track these groups and get a clear measure of your support organization’s performance from the customer’s perspective. Based on their responses (on a scale of 0–10), customers are categorized as follows:
• Promoters (score of 9–10) are loyal enthusiasts who will refer others to your support organization.
• Passives (score of 7–8) are satisfied but unenthusiastic customers who may choose another source of support if given the chance.
• Detractors (score of 0–6) are unhappy customers who can damage your reputation through negative
Select Subject Area
Net Promoter Score, Call Center KPIs, Service Desk KPIs, Desktop Support KPIs
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2020.
do not sell my personal information