Is the NPS (Net Promoter Score) applicable for other stakeholders that are not customers, like suppliers?
Absolutely! We have countless customers at Promoter.io that are using NPS to measure many different types of stakeholders.
For example, there is a nationwide company that helps non-profits facilitate a certain type of donation from donors. They are brought in to work on behalf of each non-profit that hires them and speak directly with the donors. In their particular model, they have a few different stakeholders:
- The non-profits that hire them
- The donors that provide the donations
- The suppliers that execute on the donations at a local level
For this company, each of these three groups of stakeholders are critical to success of their model. They all have a dependent relationship and a high level of interaction with the organization.
In this particular case, they create three separate NPS campaigns focused on each unique group. In terms of objectives, it can be broken down into measuring the sentiment as it relates to sales/growth (non-profits), internal service performance (donors) and partnership strength (suppliers).
It’s not uncommon to see companies use secondary NPS measurement to monitor employee performance tied directly to compensation.
Not to mention eNPS (Employee NPS) which is a very common use case today. Unlike traditional NPS, eNPS anonymizes the responses, protecting the employees and allowing them to speak freely. It’s been shown to be one of the best tools for internal and cultural improvements.
Lastly, outside of the scope of company use, we’ve been experimenting with the use of NPS to measure the Presidential Election (Net Presidential Score). It’s too soon to be certain, but so far it’s been very accurate in predicting the primaries.
