At «LavoroSolutions» , we use the Net Promoter Score (NPS) to gain deeper insight into how satisfied our clients and candidates are with our services.
NPS is a simple yet powerful tool for measuring client satisfaction and loyalty.
Here’s how it works: we ask our clients and candidates one or a few key questions, such as, “On a scale from 0 to 10, how likely are you to recommend «LavoroSolutions» to a friend or colleague?”
Responses are given on a scale from 0 (“Not at all likely”) to 10 (“Extremely likely”).
Based on their scores, respondents are grouped into three categories:
- Promoters (Scores 9-10): Our most loyal and satisfied clients and candidates, who are highly likely to recommend us.
- Passives (Scores 7-8): Satisfied but unenthusiastic clients and candidates who are unlikely to actively promote our services.
- Detractors (Scores 0-6): Clients and candidates who were dissatisfied or had a negative experience.
To calculate the final NPS, we subtract the percentage of Detractors from the percentage of Promoters. The result is a single score ranging from -100 to +100.
We apply NPS insights for several key purposes:
- Service Enhancement: We analyze feedback to identify and improve areas where our services can be better.
- Feedback Loop: Regularly gathering feedback helps us understand what we’re doing right and where there’s room for growth.
- Strategic Planning: NPS data informs our decisions to strategically increase satisfaction for both clients and candidates.
Thanks to NPS, we can continuously refine our service, making every interaction with «LavoroSolutions» as effective and positive as possible.
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