How to Improve Your Score

A company's Net Promoter Score (NPS) helps corporate leaders define their
companies' real mission and hold their people accountable for building great
customer relationships — the only path to prosperity and true growth.
NPS的功用是協助公司領導人可以準確的定義公司方向，
並能讓底下員工有此依據而建立好的顧客關係


"Act Upon" the Three Groups of Customers
Grouping customers into these three clusters — Promoters, Passives, and
Detractors — provides a simple, intuitive scheme that accurately predicts
customer behavior. Most important, it's a scheme that can be acted upon.
要建立可以有效的預測顧客行為並可以執行的計畫


Frontline managers can grasp the idea of increasing the number of Promoters
and reducing the number of Detractors a lot more readily than the idea of
raising the customer satisfaction index by one standard deviation.

Tune Your Company's Growth Engine
The ultimate test for any customer-relationship metric is whether it helps
the organization tune its growth engine to operate at peak efficiency.

Does it help employees clarify and simplify the job of delighting customers?
Does it allow them to compare their performance from week to week and month to
month?


The notion of Promoters, Passives, and Detractors does all this, and
helps companies turn into Net Promoter Stars.


Increase Promoters and Decrease Detractors

But the business goal here isn't merely to delight customers, it's to turn
them into Promoters — customers who buy more, and who actively refer friends
and colleagues.

That's the behavior that contributes to growth. A company
seeking growth must increase the percentage of Promoters and decrease the
percentage of Detractors. These are two distinct processes that must be
managed, and net promoter scores capture both.

The most successful companies using Net Promoter build out a complete
operational model with NPS as its centerpiece. Read more about the Net
Promoter Operating Model.http://www.netpromoter.com/np/model/