NPS, or Net Promoter Score, is a score based on the answer to one question: ‘On a scale of 0-10, how likely or unlikely would you be to recommend the company to friends and family?’ The NPS is worked out by subtracting the proportion of respondents scoring low (0-6), known as ‘detractors’, from the proportion scoring high (9-10), known as ‘promoters’. Those scoring 7-8, known as ‘passives’ are ignored. It is used to gauge the loyalty of customers to a company – a high NPS score means the company has loyal customers.
Despite the overall drop in customer satisfaction, the overall NPS has increased by 7.1 points and is at its highest ever level, 22.4.
This improvement is likely to have been influenced by an increase in the number of organisations whose customer satisfaction is at least 2 points better than the previous year’s UKCSI score (from 28 companies last year, to 38 this year).
The sector with the highest NPS is Retail (non-food) with a score of 43.9, and the lowest scoring sector is Utilities, with an NPS of -4.2.