Net Promoter Score

Understanding NPS

At the heart of the Net Promoter Score system is a simple score that can tell us everything we need to know about how we’re doing. The score is calculated when we ask you one single question: “On a scale of 0 to 10, how likely are you to recommend this agency to a friend or colleague?” Those who select a nine or a ten are our promoters. They are likely to recommend us to others. Those who select a seven or an eight are passives. They may recommend us, but they’re just as likely not to recommend us. Those who choose a six or below are detractors. They’re unlikely to recommend our services to others. The survey then allows for follow-up questions that can help to further shape our agency.

Mission Critical Goals

Our agency goals are at the heart of everything we do, and we have to understand whether we’re achieving those goals as we work with you on a daily basis. Our Net Promoter Score helps us understand

• Performance on the Departmental Level
• Opportunities for Improvement
• The Long-Term Satisfaction Rating From Our Clients

While we monitor many metrics, our Net Promoter Score is easily one of the most important.

Part of a Bigger System

Data is absolutely essential, both for our clients and for our agency. We are continually working to open every possible channel of communication to our clients, and this is one more way to do just that. It’s one we trust because feedback from these surveys is

• Anonymous
• Honest
• Fast

Your satisfaction is always going to be important to us, and that’s exactly why we rely so heavily on this metric.

More Than A Benchmark

We want you to have a fantastic experience with Reposition whether you spend just a few weeks on a simple PPC campaign or you begin a relationship with us to truly change the way customers see you. Our Net Promoter Score surveys are indicative of that, and we’ll be happy to share our results with you whenever you ask.