Net Promoter Score by Dr. Billy Higginbotham

NET PROMOTER SCORE

Prepared by:

Dr. Billy Higginbotham, Professor & Extension Wildlife and Fisheries Specialist

The Net Promoter Score is used to index program effectiveness. It is based on a book entitled “The Ultimate Question” by Fred Reichheld. It is in wide use among Fortune 500 companies and asks one simple question: “How likely are you to recommend us to family and friends “? The “us” in this case is Texas Cooperative Extension as a source of information—in this case on feral hogs and their control.  The calculation is simple—The clientele rate the likelihood of recommending you on a 0 to 10 Likert Scale with 0 being Not likely and 10 being Likely.

You take the percentage of clientele attending the program that rated you a 9 or 10 (called promoters) and subtract the percentage of clientele that gave you a 6 or below (called detractors). You don’t use the 7s and 8s (called passives) except to determine percentages of the other two groups. The result of this subtraction is your Net Promoter Score. The most efficient company (or program) usually rates 50 to 80%. A score of 5 to 10% means you are sputtering along and the promoters barely outnumber your detractors. A brief example—100 clientele attended your hog program (or turned in surveys). 25 rated it a 6 or below, 40 rated it a 7 or 8 and 35 rated it a 9 or 10. 35/100 = 35% – 25/100 or 25% = 10% NPS. If you want a more detailed explanation, go to http://www.netpromoter.com.  This is the first time the NPS has been used by our agency as an evaluation method.

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