TSOLife’s Resident Feedback and Survey Platform measures customer satisfaction and loyalty based on a metric called the Net Promoter Score (NPS). The NPS is a widely used metric in various industries, and it can help businesses identify areas for improvement and measure their overall performance in the eyes of their customers.
NPS Calculation
At its core, the NPS is a simple way to understand how residents, families and staff feel about your community. It is a single question that reads as "How likely are you to recommend us?"
From time to time, these recipients take a quick survey through your community's mobile app or web portal. In this survey, they rate their likelihood to recommend the community on a 1-5 scale:
- Promoters (scores 4 & 5): Very satisfied and eager to recommend the community. Positive NPS scores appear in green.
- Passives (score of 3): Neutral, generally content but not enthusiastic. Neutral NPS scores appear in yellow. A neutral score may not always appear as 0 due to the zone of neutrality (-10 to +10) where the balance between promoters and detractors is not strongly positive or negative.
- Detractors (scores 1 & 2): Not satisfied and may share concerns. Negative NPS scores appear in red.
To calculate the NPS, you subtract the percentage of detractors from the percentage of promoters. The score can range from -100 (if everyone is a detractor) to +100 (if everyone is a promoter).
By collecting these scores, you gain valuable insight into overall satisfaction and loyalty. This helps you celebrate what's going well and quickly address areas where you can improve the experience.
Understanding NPS scoring helps communities track customer sentiment, identify opportunities for improvement, and ultimately drive growth and success.
Jump to another article to learn more about surveys and feedback:
Survey and Feedback Platform Overview
Survey Snapshot Overview
Resolutions Walkthrough