Question 1

What is the Net Promoter Score (NPS) and why does ASM use it?

Accepted Answer

The Net Promoter Score (NPS) is a metric developed by Bain & Company to measure customer satisfaction and loyalty. ASM uses it to track how likely customers are to recommend their services to others, helping to gauge customer satisfaction and identify areas for improvement.

Question 2

How is the NPS calculated?

Accepted Answer

ASM calculates the NPS by subtracting the percentage of Detractors (customers who rate 0-6) from the percentage of Promoters (customers who rate 9-10). The score ranges from -100 to +100, with a higher score indicating higher customer satisfaction.

Question 3

How often do customers receive NPS surveys from ASM?

Accepted Answer

Customers receive an NPS survey approximately quarterly after their parts are shipped and no more than once every three months to avoid survey fatigue.

Question 4

What does ASM do with the feedback collected from NPS surveys?

Accepted Answer

ASM uses the feedback to improve their services. Positive comments motivate the team, while negative feedback triggers a follow-up process to solve the problem and develop strategies to prevent future issues. The NPS data is shared with the entire team and published on ASM's website for transparency.

Question 5

How does ASM's NPS compare to others in the manufacturing industry?

Accepted Answer

As of December 2023, ASM's NPS is 78, which is significantly higher than the manufacturing industry average of 51 in 2021. This score also exceeds the NPS of several well-known manufacturing companies like 3M, Caterpillar, and General Electric.

Core Values

Approved Sheet Metals Net Promoter Score: Key Insights and its Role in Success