How it is used in a coaching business
NPS is easy to collect and easy to overrate. A high score tells a coaching business that clients like it, which is useful for referrals and testimonials. It does not tell the business whether clients got the result, which is what the client success rate is for. The two can diverge: a warm, well-liked program with a low success rate scores well right up until renewals fall.
| Score given | Category | Counts as |
|---|---|---|
| 9 or 10 | Promoter | Plus |
| 7 or 8 | Passive | Nothing |
| 0 to 6 | Detractor | Minus |
- Ask at milestones, such as the 30-day mark and program end, not at random.
- Route every 9 and 10 to the proof engine: a testimonial or referral request within the week.
- Route every 0 to 6 to the client success manager the same day.
Some operators publish it. Acquisition.com, for example, shows an NPS of 81 alongside its client retention figure. For a coaching business the score is most useful as a trend, tracked per cohort next to CSR.
