What is the Net Promoter Score?

Are you satisfied with us? Have you ever wondered how loyal you are to our company? And did you know that this loyalty is measurable? The Net Promoter Score (NPS) plays a crucial role for us in assessing how satisfied our customers are with COREDINATE^®. This metric allows us to calculate the likelihood that you would recommend our products or services to business partners, friends, or colleagues. Your opinion is particularly important to us because it helps us continuously develop and improve our products for you.

What is the Net Promoter Score?

If you imagine the scale from 0 to 10, where you are asked to rate your willingness to recommend, it becomes clear that a rating of 9 or 10 points is crucial. These ratings make you valuable advocates (promoters) who clearly endorse COREDINATE^®. Your positive feedback contributes to promoting and advancing our company.

Here you can see that you are truly considered an advocate only with a vote of 9 or 10. Feel free to also read the Wikipedia article for more information.

What are the three categories and what do they mean?

• Critics (0-6): Critics can harm the company by rating it poorly and not recommending it to others. This category is also known as detractors, as they can lead to a potential loss of customers for a company.

• Passives (7-8): The passives do not show a clear tendency in one direction or the other. They would neither rate the company negatively nor recommend it to others, i.e. they are neutral towards it. These ratings are not effective for a company, as they do not indicate the direction in which the mood of its customers is moving.

• Promoters (9-10): The last and most important category is made up of promoters who are clearly in favour of the company. Their evaluation is positive and they state that they would also recommend the company to other people.
  
  

How is the NPS calculated?

The calculation of the NPS is based on your reviews. By subtracting the percentage of critics from the percentage of promoters, we obtain a meaningful value between -100 and +100. The higher this value is, the better it is for our company, as it indicates how many promoters we have among the respondents. The aim is therefore always to achieve the highest possible positive NPS value. If, on the other hand, the calculation shown below results in a negative value, then it shows us that the number of critics is predominant. Their rating is therefore not just a number, but a direct influence on the development and success of COREDINATE^®.

Proportion of promoters in % – proportion of critics in % = NPS

Where does the data for the NPS calculation come from?

We collect the data for the NPS calculation immediately after your interaction with our website. If you have been on coredinate.de and are already a customer with us, you will receive a Net Promoter Score query after a few weeks.

Why your reviews are so important

We always want to improve, and that's where you come in! Your feedback is invaluable to us. When you give us a score of 9 or 10, you not only help us to improve our services, but also actively contribute to keeping our NPS score positive. Conversely, a negative score signals to us that there is an urgent need for action to improve customer satisfaction.

We are therefore always pleased when you actively tell us what you appreciate about COREDINATE^® and where there is room for improvement. We listen to your concerns and actively engage with your feedback. For us, transparency and open communication are the key to continuous development. Because your rating is not just a number - it is an active shaping of a great product.

By the way, our current Net Promoter Score is 56. Unfortunately, 3 people accidentally rated 0 or 1 instead of 10 because they misinterpreted the scale. We hope that this will be corrected in the next survey, as such inadvertent misjudgements distort our statistics.