Net Promotor Score Survey Results
Catalyst's 2024 NPS Score Continues World Class Streak
Catalyst conducted its annual member satisfaction survey in May, receiving a Net Promoter Score (NPS) of 82.5. Bain & Company, creator of the NPS survey, suggests that a score over 50 is "excellent" and over 80 is considered "world class."
In this survey, 84 percent of respondents were categorized as Promoters of Catalyst, while less than two percent were Detractors (see definitions of Promoter and Detractor, as well as how NPS is calculated, below).
Respondents were asked three additional questions using a scale of 1-10, with 1 representing “strongly disagree” and 10 representing “strongly agree." One question asked participants to rate Catalyst on financial soundness. A majority of respondents shared they find us to be financially sound. The average score was 9.6/10.
Another key relationship measure was gauged by the statement, “Catalyst delivers on promises and instills trust.” The average score received was 9.5/10.
Respondents also were asked to rate the importance of their relationship with financial service providers like Catalyst. The average score received was 9.4/10.
The survey used the widely-accepted NPS as its primary loyalty measurement, gathering responses to the question, “How likely is it that you would recommend Catalyst to a peer?” Survey recipients responded on a 0-10 point scale. Using the NPS structure, responses were categorized as follows:
- Promoters (9-10 scores) are loyal enthusiasts who will keep buying and referring others, fueling growth.
- Passives (7-8 scores) are satisfied, but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (0-6 scores) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
NPS is calculated by subtracting the percentage of Detractors (0-6) from the percentage of Promoters (9-10). The chart below diagrams the scoring process.
