What is the Net Promoter Score and why is it important?

When you're preparing to buy some new software or a service, you're probably going to research online looking for recommendations, or maybe ask other professionals what they'd recommend. That's where the Net Promoter Score (NPS) comes into play.

NPS is a benchmark companies use to measure customer satisfaction and loyalty. By asking how likely you are to recommend us and why or why not, we can gauge how satisfied you are with our products and services, where we're doing well and what we need to improve. This helps us grow as a business and helps us meet your needs.

How we calculate NPS

We send out regular surveys asking you how likely you are to recommend us on a scale of 0 to 10, we then break down the results into three groups:

  • Promoters - People who score 9 or 10
  • Passives - People who score 7 to 8
  • Detractors - People who score 0 to 6

We then take away the percentage of detractors from the percentage of promoters and that gives us our NPS score. We don't include passives as they're neither negative or positive. 

For example, if a company has 45% promoters and 25% detractors, their NPS score is 20. 

The closed loop process

Here at Sage, we follow a closed loop process when it comes to NPS. Closing the loop means we take the time to read all of your comments and respond to your feedback when it's appropriate to do so. 

When we get your surveys, we analyse them to make sure the comments go to the right place. Got some feedback about the product? It goes to our development teams. Got some feedback about contacting us? That goes to customer services. With our NPS surveys, you can be sure, the right people are seeing your feedback and acting on it, so we can make real changes to our software and services.

 We use the following closed loop process:

How you can make a difference

If you receive a survey from us, please take a few moments to complete it and thank you to everyone who has completed one so far, your comments really do make a difference.