Net Promoter Score

What is Net promoter Score (NPS)?

Net Promoter Score measures the customer experience and predicts their willingness to recommend your business to someone else. This proven metric provides the core measurement for customer experience and is generally accepted by the business community as the best measurement of service that your company provides. The NPS can be utilized by both B2C and B2B companies to gauge not what your company says about your service, but more importantly, what your customers are saying about your business.

How is NPS Calculated?

A Net Promoter Score can range from -100 to 100; the closer to 100 you receive, the more likely your customers are to do business with you again or recommend you to others. Your Net Promoter Score (NPS) is calculated by utilizing surveys systematically sent to your customers which allow them to score you on a range from 0-10. The 0-10 scales are broken down into three parts: Detractors (scores of 0-6), Passives (scores of 7-8), and Promoters (scores of 9-10).

To calculate the official NPS, simply subtract the percentage of Detractors from the percentage of Promoters. For example, if 50% of your scores were Promoters (scoring 9-10) and 10% were Detractors (scoring 0-6), you would subtract 10% from 50% to achieve a final NPS score of 40. Passive scores do not count either way and are left out of the calculation.


0 - 6


7 - 8


9 - 10

Where Does TRC Rank?

TRC utilizes Inavero, a third party service company, to conduct all surveys and calculate results for our clients and candidates. Keeping in mind that the scale for Net Promoter Score is -100 to 100, with 100 being the best, according to Inavero the average Net Promoter Score within the staffing industry for Clients and Talent is an 8. In comparison TRC rates over 60 points higher with a NPS of 70. In fact, as a leader in the industry, TRC places within the top 2% of Staffing providers.

As a leader in the industry,
TRC places within the
Top 2% of Staffing providers

To put TRC’s top score in perspective, below are rankings of other popular brands across multiple industries:

  • Apple – 89
  • Avaya – 65
  • Cisco – 38
  • Virgin America – 48
  • Southwest – 62
  • Delta – 38
  • Verizon – 11
  • Uber – 37
  • Tesla – 97

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