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Net Promoter Score (NPS): How we measure our Candidates' and Clients' Experience

  • Publish Date: Posted 3 months ago
  • Author:by Antoinette O'Flaherty

Net Promoter Score (NPS) is “one of the most common customer experience metrics used by companies around the world.” NPS measures how businesses are perceived by their customers by asking one simple question:

“On a scale of 0-10, how likely are you to recommend our company?”

Depending on their answer, respondents will then fall into one of the following three categories:

  • Promoters leave a score of 9 or 10 and tend to be satisfied with your product or service to the point they would recommend your business

  • Passives leave a score of 7 or 8 and are satisfied with your offering, but not enough to be considered promoters

  • Detractors respond with a score of 0-6 and are considered to be unhappy with your product or service

Image credit: Qualtrics

To calculate your NPS, you subtract the percentage of detractors from the percentage of promoters. ​

Scores can then be ranked against the following standards, to gauge how well you are performing:

Therefore, in the above example the score of 60 would be considered “Excellent”!

How is Collins McNicholas measuring NPS and for what is this information used?

Since 2018 Collins McNicholas has been using Qualtrics' trusted NPS software to survey jobseekers each month. This allows us to monitor satisfaction and collate feedback on how we can improve our service. To date, we have surveyed thousands of jobseekers and in 2020 achieved an “Excellent” Candidate NPS Score of 61.53.

In 2021, we also launched our Client NPS survey to gauge the level of satisfaction with the employers we do business with. The survey is issued on a quarterly basis and asks employers how likely they are to recommend Collins McNicholas to their network. In Q1 2021, the survey was issued to over 150 employers and returned an “Excellent” NPS Score of 61.11.

For more information on how we survey jobseekers and employers, please do not hesitate to reach out to marketing@collinsmcnicholas.ie

Further reading on NPS can be found here:

https://www.qualtrics.com/uk/experience-management/customer/net-promoter-score/

https://www.bain.com/consulting-services/customer-strategy-and-marketing/customer-loyalty/

Antoinette O'Flaherty
​Director

antoinette.oflaherty@collinsmcnicholas.ie