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3 Major Brands That Can’t Beat Carlyle’s Net Promoter Score (NPS) Skip to main content
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3 Major Brands That Can’t Beat Carlyle’s Net Promoter Score (NPS)

Published By: Eric Johannson | Fri Apr 03, 2020


Customer service ranks high in the eyes of consumers. Businesses can be one wrong move away from losing a loyal following.

Service provided during and after the purchase of a product can enhance or end a relationship with your client. What makes managing custom service standards even harder is tracking customer sentiment and getting feedback on where your business can improve.

This is where Net Promoter Score® (NPS®) comes in. This intuitive management tool takes the guesswork out of measuring customer service wins and pitfalls.

Carlyle aims for the best score possible and to create Promoters out of every single client. We send out surveys after each service call, and our year-to-date NPS® sits at 96.3%.

This number is the highest in our office product industry. Compare this score to three heavy hitters like:

  • Costco (78%)
  • Nordstrom (75%)
  • Apple (70%)

Our verdict? Not too shabby.

Haven’t heard of NPS® before? Here’s how it works:

  • A business sends out electronic NPS® surveys to customers after a sales or service interaction
  • Customers complete a brief online survey grading their customer service experience
  • The score is then calculated by taking the percentage of “Promoter” scores (any survey averaging a 9 or 10 out of 10) and subtracting the percentage of “Detractor” scores (any survey averaging a 1 to 6 out of 10) – the number of passive scores (any survey averaging 7 or 8 out of 10) also lowers the overall potential score
    • Here’s an example of how this calculation would work:
      You receive 100 survey submissions. 30 surveys are scored 8, 10 surveys are scored 6, and the 60 remaining surveys are Promoters. Your final score would be 60% (remember the number of Promoters!) minus 10% (these are the Detractors), which equals a final score of 50%.

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