An NPS score, or Net Promoter Score, is a simple metric used to gauge client loyalty. For freelancers, it's a direct measure of how likely your clients are to recommend you.
What is NPS score?
NPS stands for Net Promoter Score. It's a simple survey metric that asks clients one question: 'How likely are you to recommend me to a friend or colleague?' Clients answer on a 0-10 scale. This single number helps you measure overall client satisfaction and loyalty.
Why is this important?
For freelancers, a strong NPS is vital. It acts as a reputation score that can influence your ability to win new work via platforms or referrals. A high score signals trust and quality, making you more attractive to potential clients. It's a direct indicator of your business health.
How does it work?
You send the single-question survey after project completion. Based on their rating, clients are categorized: Promoters (9-10), Passives (7-8), and Detractors (0-6). Your final NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100.
Pros and cons
The main pros are simplicity and a clear focus on loyalty and growth potential. It's easy to track over time. The cons include its simplicity; it doesn't tell you why a client scored you a certain way. You may need follow-up questions to get actionable feedback for improvement.
Conclusion
Tracking your NPS score gives you a powerful snapshot of client loyalty. While it's a high-level metric, it can guide you to ask better questions and improve your service. For freelancers, focusing on creating promoters is a reliable path to sustainable business growth through referrals.
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