We Listen to Your Feedback: Net Promoter Score

When making a bespoke suit, it is essential to keep asking questions.

  • What will you wear the suit for? 
  • Which cloths do you prefer?
  • Do you prefer a slim or a classic fit to your suit?

Since May 11th, 2015, we started asking just 1 more simple question.

How likely are you to recommend Mullen & Mullen to a friend or colleague?

Over 484 of you have answered to date (thank you) and it has transformed our business.

What is Net Promoter Score?

The Net Promoter Score® (or NPS, as we'll refer to it in this article) is a deceptively simple surveying technique to find customers who love your company and products.

It's simple because you only ask your customers one question: How likely is it that you would recommend my brand/product/service to a friend or colleague?(Answers are based on a 0-10 scale). That's it. Compared to traditional surveys with pages of questions, it's far simpler.

NPS is deceptively simple because we've used these simple numbers and testimonials to transform our business and continually improve the quality of our products.

Calculating a Score

Now that you understand what NPS is, how do you calculate your score?

First, respondents are placed into 3 categories:

  • Promoters
  • Passives
  • Detractors

Then, the math is actually pretty easy, but you will need a calculator. Here's how it works:

  1. Calculate the total number of respondents who replied
  2. Calculate the total number of respondents who gave you a 9 to 10 (promoters)
  3. Calculate the total number of respondents who gave you a 0 to 6 (detractors)
  4. From this, you'll get a value, up to 100

What is a good score?

Let's look at data from three companies, courtesy of the IndexNPS.

The three brands we examined were Apple, Netflix and Amazon. Each company had an NPS that’s significantly above average for its industry:

  • Apple has a Net Promoter Score of 72, which is 40% above the 32% average for the computer hardware industry
  • Amazon has a Net Promoter Score of 69, which is more than 30% above its industry average
  • Netflix has a Net Promoter Score of 68, positioning themselves above the competition

Our Net Promoter Score® for 2017: 61 

Apple’s high NPS isn’t a coincidence. It’s the result of an incredible focus on delivering a great product and an exceptional experience to customers.

We aspire to show the same dedication to continual improvement, and improve our current NPS of 61. We're proud our 'Excellent' NPS score, and all the kind comments left by our customers on the survey, but we're aiming for World Class in 2018.