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Client Net Promoter Score (NPS)

The percentage of client contacts who would recommend the MSP (9 or 10 out of 10) minus the percentage who would not (0 to 6).

Client Health

Formula

% Promoters (9 to 10) − % Detractors (0 to 6)

Why Track It

NPS measures the relationship rather than the last ticket. A falling score or a detractor at a key client is the clearest early warning of churn and the best source of referral candidates.

How It Is Measured

Survey decision makers and regular users at each client once or twice a year with the standard question: how likely are you to recommend us, 0 to 10. Promoters score 9 or 10, detractors 0 to 6. Subtract the detractor percentage from the promoter percentage. Report by client and follow up on every detractor. Source: a relationship survey tool, separate from ticket CSAT.

Constraints

Small client counts make it swing hard on a few responses. Surveying only friendly contacts inflates it, so survey the decision maker as well as the daily users.

Measurement Note

SurveyMonkey reports a global median NPS of +44, calls above +20 good and above +70 exceptional, with the bottom quartile at 0 or lower. Computer One says an MSP should score above +70 for world-class service. The danger line is SurveyMonkey's +20.

Referenced In

Glossary and Answers

More in Client Health

Whether clients stay, spend more and would recommend the MSP. These numbers warn an owner about revenue at risk before the cancellation notice arrives.

All KPIs
Sources2
  1. SurveyMonkey: What Is a Good Net Promoter Scoresurveymonkey.com
  2. Computer One: How Do You Measure a Managed IT Providercomputerone.com.au

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