Net Promoter Score is a customer satisfaction metric measured by asking one question: 'On a scale of 0-10, how likely are you to recommend us to a friend or colleague?' Respondents scoring 9-10 are Promoters, 7-8 are Passives, and 0-6 are Detractors. NPS is calculated as the percentage of Promoters minus the percentage of Detractors. For field service businesses, referrals are often the top growth channel, making NPS directly tied to revenue.
A pressure washing company surveys 100 recent customers. 62 are Promoters (9-10), 28 are Passives (7-8), and 10 are Detractors (0-6). Their NPS is 62 - 10 = 52, which is considered excellent for a service business.
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