Running the centre
NPS
NPS (Net Promoter Score) is a loyalty index based on a single question: from 0 to 10, how likely are you to recommend the service to a friend or relative? It subtracts the proportion of detractors from that of promoters and runs from -100 to 100.
Also known asNet Promoter Score · recommendation score · net promoters · likelihood to recommend
How it is calculated
| Answer | Group |
|---|---|
| 9 or 10 | Promoters |
| 7 or 8 | Passives |
| 0 to 6 | Detractors |
The number of detractors is subtracted from the number of promoters, divided by the total number of responses and multiplied by a hundred. Passives neither add nor subtract, but they count in the total. The result is an index, not a percentage: if everyone is a detractor it comes out at -100, and if everyone is a promoter, at 100. In a residence it works for one big-picture question, once or twice an academic year: would you recommend the residence? It is worth asking residents and families separately, since they do not experience the place the same way. It does not work for measuring a specific repair; that is what CSAT is for. The most common criticism is that a single figure does not say what to fix and gives little weight to passives, so it is worth adding an open question. How to ask without biasing the answer is explained under satisfaction survey.
Worth knowing
What people take for granted: that NPS tells you whether the residence will fill up. Some studies question whether the recommendation question predicts growth any better than others, and with few responses the figure swings a lot from one year to the next without anything having changed.
Sources
Related terms
- CSATCSAT (customer satisfaction score) is the satisfaction measure asked for right after a specific service, with a short question and a scale of a few options. It is given as the share of all responses that reach the level set as "satisfied".
- Satisfaction surveyA satisfaction survey is the questionnaire a residence uses to ask residents or families how they rate a service, an activity or the residence as a whole. It can have one question or several, and it is only as good as its design, when it is sent and how many people answer it.