How likely are you to refer a friend or family member to us?

PT Business Builder

Just wanted to hop on here and let everybody know I’ve talked a lot about NET PROMOTER SCORE or NPS. We're going to talk about Net Promoter Score and how you should be using it in your practice.

What is a net promoter score?

I find fewer people know what it is. Net promoter score is actually something that a guy from Harvard came up with. There are a whole bunch of research on and basically what the Net Promoter says is just one question: how likely are you to refer a friend or family member to us?

You've seen this question before. Everybody uses it all over the place and even if you don't know what it is, you now have at least seen it and you're familiar with it. Basically, what we do is we look at the segment of people in the groups with this net promoter score.

A 9 or 10 score from a person means that he/she really, really likes us and can be considered as a net promoter. Net promoters will go out and they're going to talk about you and your business, and tell other people about you because that's what they do.

You will get their responses based on the net promoter score. Say it's a 10, then that person loves you and they're going to talk about you. At 7 or 8, they are not real sure about you -- these people may like you and use you but they're not going to run around telling everybody how great you are. On the other end, if you get a 6 or below, this person really doesn't like you.