Understanding the Net Promoter Score – NPS
What if one question could help your Law Firm understand and quantify how well you are servicing your clients? Well, it can.
By asking your clients how likely they are to refer you to a friend or colleague you can establish your Net Promoter Score (NPS), developed by Satmetrix, and bring statistical evaluation to your business growth. Stop guessing on how clients feel about your product or service and develop a business data point to evaluate your success, weakness and opportunity for growth.
How NPS Is Determined
Clients respond on a 0 to 10 point scale for how likely they are to recommend you someone and their responses help form your Net Promoter Score. To calculate your company’s NPS, take the percentage of clients who are Promoters (rate you 9 or 10) and subtract the percentage who are Detractors (rate you 6 or below).
Responses are categorized into 3 types:
- Promoters rate you a 9 or 10 and are happy, loyal clients that will keep doing business with you and refer you to others. They provide and fuel growth for your Practice.
- Passives rate you a 7 or 8 and are satisfied clients but less likely to refer you and more likely to be swayed to another Law Firm if reached with the right offer or message.
- Detractors rate you at a 6 or lower and are unsatisfied clients that can damage your reputation and Law Firm with negative word-of-mouth and even negative online reviews.
Build A Better Law Firm With Net Promoter Score
By utilizing Law Review™ and understanding your Net Promoter Score your Firm can work on the following:
- Establishing a tangible understanding and data point of client satisfaction
- Champion your “promoters” and encourage them to share their experience via social media, testimonials on your website and online review sites to win you more cases
- Identify what contributed to a “passive” experience and work to improve or enhance your client experience to create more “promoters”.
- Capture “detractors” and provide you the opportunity to listen and act on changing their opinion, especially before they share a negative opinion or negative online review.
More Than Just A Score
While capturing and understanding your NPS is the right first step, it’s important your Law Firm grows to drive improvements and changes that can help it succeed. Net Promoter programs are a more complex and beneficial client satisfaction program. More and more companies of all sizes, from Fortune 500 to small businesses are leveraging Net Promoter Scores as part of their company culture and client service.
Get started by using Law Review™ to understand your Law Firm’s Net Promoter Score.