Net Promoter Score

NPS for short.   What is it?    NPS is a Score calculated off survey's that customers take.  It basically puts people into 3 groups.  Promoters!   Passives.  Detractors  :(.    The more promoters you get the higher your score.   A promoter who is someone who will actively go out and tell people about Magazines.com.

In December Magazines.com received a score of 24.  A typical company receives a score of 5-10.  So yay for Magaiznes.com!!

Let's break this down a bit more......

Order Acknowledgement - People who took the survey after receiving an order confirmation resulted in a 26 in the month of December, so people who order from us are pretty happy.

Subscription Manager -  People who took the survey after coming out of the subscription manager ended at a rate of 16.   Still better than the average company.    I am wanting to drive more people to the subscription manager.

Auto Renew -  hmmmm, oddly enough our AR resulted in a score of -12.    Keep in mind that most people choosing to do a survey after a renew are probably the ones we caught off guard, just like the ones that call in.   We never speak to the happy customers who know how the service works.


What about us?   There were 367 people in December that filled out the Magazines/123 survey that we give out in our emails, live chats and over the phones.    What did we score?    How about a 55?    That is OUTSTANDING!     Here is a list of some of the top companies in the country....

USAA -  82
Harley-Davidson - 81
Costco - 79
Ebay - 71
Southwest Airline - 51   (yes, we offer better service than Southwest Airline!!!)
Dell - 50
Adobe - 48

This is what I love to see.  This is why I spend so much time talking about service, and not only service but Legendary Service.


This was a great report, these numbers reflect the month of December.   Let's keep this up!


Keep asking people to fill out these surveys.