How it works
NPS is a metric that continuously tells us how well we are performing in this work and it is being monitored by Visma Management and Board of directors.
The Net Promoter methodology is based on short loyalty surveys designed to map status on customer relations in general (rNPS) or in specific transactions (tNPS). It may also be used internally to get insight in employee relations (eNPS). Visma is doing all of these measurements.
The score is calculated by asking stakeholders the following question: “On a scale from 0 to 10, how likely is it that you would recommend Visma to others”
On this basis, respondents are divided into three categories:
- Those promoting us (9-10).
- Those being satisfied, but not promoting us (7-8)
- Those being dissatisfied with us and may spread negative word of mouth (0-6)
To calculate NPS, we simply subtract the percentage of Category 3 from the percentage of Category 1 (ignoring Category 2).