TrainingPros initiated an annual survey that’s both incredibly simple and incredibly challenging. We asked all of our clients one question – that’s right, just one – “How likely are you to recommend us to a talent development colleague?” And the answer is on a 0 - 10 point scale from “not likely” up to “highly likely.” This likelihood of recommendation is the ultimate satisfaction index – also known as the Net Promoter Score (NPS).
The reason that NPS surveys are incredibly challenging is that a company really only gets “credit” for responses in the 9-10 range; those are our promoters. A passive client gives us a 7 or 8 score, and detractors are anything 6 and below. TrainingPros was thrilled to garner a 94% NPS in our first year!