GROWTH STRATEGY / CUSTOMER REFERENCING (NPS)
Customer Referencing
Measure your customer experience.
Unlock the power of customer feedback with Lighthouse's personalised surveys.
Gain valuable insights into your customers' true opinions with our personalised customer survey service. We'll work closely with you to develop tailored questions to help you understand their thoughts. We'll create surveys that dig deep into their feelings about working with you and if they'd recommend your products and services. That way, we learn what they truly think and can make things better for them.
NET PROMOTER SCORE
What is a Net Promoter Score (NPS)?
The Net Promoter Score is calculated by asking customers one simple question: "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?"
Respondents are then grouped into three categories:
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Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
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Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
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Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The NPS is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. Passive scores are not directly used in the calculation. The final score can range from -100 (if every customer is a Detractor) to 100 (if every customer is a Promoter).
NPS = %Promoters - %Detractors
This measure gives businesses a clear and straightforward metric to compare against industry benchmarks or their own historical data, guiding them on how their customer loyalty changes over time or in response to specific initiatives.
Unlock the power of
customer advocacy.
Discover whether your customers are promoters or not with our NPS Score feature. Gain valuable insights into customer satisfaction, loyalty, and their likelihood to recommend your business. Harness the power of customer advocacy and watch your business grow.
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What is a good Net Promoter Score?
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A good Net Promoter Score (NPS) is generally considered to be above 0, with scores above 50 being excellent, and those above 70 deemed world-class.
Unlock the power of customer insights.
Gain a strategic advantage by tapping into the invaluable feedback from your customers. Our personalised customer survey service helps you understand their experience, loyalty, and willingness to recommend your business. With tailored questions and in-depth analysis, unlock the power of customer insights to propel your business forward.
Customer referencing for competitive advantage.
Gaining customer references is an asset for your company's success. It helps to showcase real-life success stories and build strong case studies that demonstrate the value and effectiveness of your products or services. Doing so can establish trust and credibility with clients, setting yourself apart from competitors. Utilising customer references is a way to close deals and drive business growth.
