What is NPS?
Net Promoter Score (NPS) is a metric many companies use to measure client satisfaction. We ask a simple question: “Based on the experience you just had, how likely are you to recommend [Company] to a friend or colleague?” We then ask you to give a score from 1 to 10, 1 being “least likely” and 10 being “most likely.” We may ask a few other questions on our survey looking for your feedback, but this is the only question that actually goes toward calculating NPS.
How is NPS calculated?
Scores from the surveys are broken into three categories:
- 1-6 = Detractors
- 7-8 = Neutral
- 9-10 = Promoters
The percentage of Detractors is then subtracted from the percentage of Promoters, giving a possible score from -100 to 100. A score greater than 0 is considered good, and an NPS of 50+ is considered excellent.
Who do you ask and how often?
We currently gather two different sets of NPS scores. We send a quarterly survey to our users and we offer candidates the opportunity to opt into a survey after each interview. User surveys are tied to a specific person so we can follow up on suggestions and feedback from our users. Candidate surveys are anonymous to prevent any potential for survey feedback affecting their application.
What do you do with the results?
Collecting this information is useful both to HireVue, and to our customers. First and foremost, it lets us know how we’re doing. Are our customers happy? What can we do to make our customers’ and their candidates’ experiences as awesome as possible? By doing it multiple times a year, we can get a sense of how we’re doing over time.
It gives our customers a chance to give us feedback. Is there something you really like? Is there something you really dislike? Our survey is a chance to make sure your voice is heard.
How can I help?
Take the survey! It’s very short, but it is the best way to ensure you have the full attention of people at every level at HireVue. Your Customer Success Director, your Sales Representative, and members of the product and leadership teams all see the results of the
survey, and they will all work together to continue providing an AMAZING experience.