Apex Systems Inc.
The 2012 Customer Survey utilized the Net Promoter Score (NPS), which is based on a numerical rating in response to the question ‘Based on your most recent experience, how likely is it that you would recommend Apex?’ Survey participants were also asked the reason for the rating they provided and any suggestions they feel could improve their partnership with Apex.
The NPS score is a 10-point rating scale with responses categorized into three groups:
- Promoters - Scores of 9 & 10 - Loyal Customers who will also refer Apex to their colleagues.
- Passives - Scores of 7 & 8 - Customers who are satisfied with Apex’s service, but are not as likely to refer Apex.
- Detractors - Scores of 0 to 6 - Unhappy Customers who aren’t satisfied with Apex’s current service level.
Calculating NPS
To calculate an NPS score, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
