Lawyers Marketing Associates, Inc (LMA) is dedicated to law firm development, growth and marketing through strategic analysis and planning.
Net Promoter Score Evaluations
What is the Net Promoter Score?
Simply put, it’s a standardized way to measure customer loyalty.
The NPS website describes it as a score that is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your company’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
We Can Help
LMA can help your firm develop and put in place the testing methodology for NPS, as well as guide you through interpreting the results and coming up with plans and processes to improve scores where they need improving, and capitalizing on marketing efforts to utilize your firm’s Promoters. Contact us to learn more.