Discover 100 reasons why coaches and leaders should use net promoter score to measure their impact
– 5 mins read –
Facebook didn’t invent social media, in fact the ‘world wide web’ has been social since its inception. Computer scientist Tim Berners-Lee who is credited with inventing the internet as we know it today, originally developed it so CERN scientists could share information.
Fast-forward to the present and we see businesses living and dying as a result of customer feedback. The Spiegal Research Center for example, found that nearly 95% of shoppers read online reviews before making a purchase and displaying positive reviews can increase conversion rates by 270%.
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But what can you as a coach or a coaching leader gain from this insight? The first question to ask yourself is who is your customer? For a coach the answer might be simple – your coachee or coachee’s boss. For a leader it can be more complicated as your direct reports, line manager and stakeholders all qualify.
The second question might be, how do I measure my customer’s sentiment? Well, for this there is one universal measure deployed by most brands which you can quickly adopt. This is Net Promoter Score.
What is it and how do I calculate it?
Ask the question: On a scale of 0 (not at all likely) to 10 (extremely likely), how likely are you to recommend my services/my leadership to a friend?
Calculate it: Subtract the percentage of detractors (customers who gave a rating of 6 or less) from the percentage of promoters (customers who rated 9 or 10). So, if your customers report to be 50% promoters and 20% detractors (6 to 8 are known as passives and aren’t counted in the equation as they could go either way), you would have a Net Promoter Score of 30.
What’s a good Net Promoter Score: Scores can range anywhere from -100 to +100. Generally speaking 0 is seen as average and anything above +70 is considered world-class.
One of our April Coaching for Performance workshops in Romania received a NPS of +100 NPS. This was a staggering achievement and is a testament to the legacy of Sir John Whitmore and Performance Consultants, and our years of listening to feedback and honing the workshop experience.
It takes time to gather enough data to accurately reflect the quality of your coaching or leadership. But NPS is a widely recognized measure which you can easily use to benchmark and improve your services.
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