Arising out of a recent Bench-marking exercise, exporTT’s Training unit commenced calculating Net Promoter Scores or NPS for its activities. The NPS measures customer experience and predicts business growth and is a proven metric which provides the core measurement for customer experience management programmes the world round. The unit’s NPS is calculated by answering a key question – How likely is it that you would recommend exporTT’s training to a friend or colleague? using a 0-10 scale.
Respondents are grouped as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The Net Promoter Score is calculated as follows. Generally, any NPS over 30 is considered good, over 50 is excellent , and over 70 is exceptional.
See here the results of the unit’s activities:
As the unit executes upcoming workshops, we look forward to working with our clients to ensure that export capability is built and our NPS average is maintained. For the unit, the NPS is an indicator that clients are satisfied that the workshop objectives met or exceeded their expectations and therefore they are willing to recommend exporTT as a training provider of choice.
Enable exporter performance today ! Recommend attendance at one or more of the upcoming workshops!
