REF Net Promoter Score of 67 (during 2023)

First introduced in 2003 by Bain & Company, the Net Promoter Score (NPS) has become the benchmark for gauging customer perception across countless businesses. At REF, we are no exception. Committed to providing unparalleled peer forum experiences and fostering a global community for top-tier business leaders, we harness the power of collective intelligence to achieve this goal.

Our dedication is reflected in the results of our annual survey conducted from 2021 to 2023, encompassing over 2,000 responses (n = 2,096). The data reveals a noteworthy increase in our NPS, climbing from 56 in 2021 to 62 in 2022, and reaching an impressive 67 in 2023. This upward trend mirrors the strategic investments made under our new global ownership and leadership since 2020. We are thrilled with these findings and are committed to expanding and refining our dataset in the years to come.

NPS is derived from a straightforward question posed to customers: "How likely are you to recommend our product or service to a friend or colleague?" Responses range from 0 (Not Likely at All) to 10 (Extremely Likely). Those scoring 9 or 10 are categorized as "Promoters," while scores of 6 or below are labeled "Detractors." Scores of 7 and 8 are considered "Passives." The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score that can be positive or negative.

While NPS can vary significantly across industries, geographies, and cultures, some general benchmarks provide context:

A robust NPS strengthens brand credibility, instills confidence, and fosters trust in your value proposition. Collecting and analyzing NPS data is straightforward and can be seamlessly integrated into existing customer feedback systems. Demonstrating your commitment to excellence, NPS can help your business continuously improve and maintain a competitive edge.

At REF, our peer forums and global community are designed for continuous learning and growth. We create an environment where good leaders become great and the best strive to get even better. This dedication to excellence, powered by collective intelligence, is at the heart of everything we do.