Net Promoter Score®

Net Promoter Score (NPS) is an easy metric for you to boost customer loyalty and growth.

Net Promoter Score indicates how satisfied your customers are

What is Net Promoter Score?

A Net Promoter Score provides companies a straightforward metric on customer experience and loyalty. NPS allows companies to track promoters and detractors, giving a clear picture on company’s performance through its customers' eyes. Net Promote Score is a simple alternative to traditional customer satisfaction research. For this reason, more than two thirds of Fortune 1000 companies are using NPS.

How does NPS work?

The Net Promoter Score is calculated based on responses to a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”. Based on their rating, customers are then classified in 3 categories: promoters, passives and detractors.

NPS promoters

Promoters – 9-10

NPS promoters absolutely love your product or service. They give scores of 9 or 10 and are extremely likely to be a returning customer. The job doesn’t end here though. You must understand what is driving the score. What is causing promoters to give you a 9 or a 10? Finding answers to these questions allows you to increase the number of promoters. These positive discussions with promoters will also have an uplifting affect in your employees.

NPS passives

Passives – 8-7

If users score you as a seven or an eight, they are passive. You can’t know for certain if they are leaning toward loving you, leaving you, or they just don’t care. With this group you should think about adding an additional question why to get more insights. What are they passive about, your product, service or something else?

NPS destractors

Destractors – 6-0

NPS destractors answer between 6 to 0. This is the tough crowd and something has gone wrong. You need to ask the follow-up questions why to understand the problem, build up the relationship and learn from possible mistakes made along the way.

How to measure NPS scores?

Higher Net Promoter Scores tend to indicate a healthier business, while lower Net Promoter Scores can be an early warning sign about customer satisfaction and loyalty issues. It’s a number you can track regularly, not only for a whole company but also for different products, stores, customer segments, geography or customer-service teams.

You should also be careful about when and where you ask the NPS question. Asking people about recommending you isn’t about the most recent customer interaction or a specific employee performance. For example, NPS score asked right after customer interaction may be lower due to poor experience with one specific employee. But still, the overall experience on the company could be positive. Think about the timing.

eNPS is worth to consider as well. The employee Net Promoter Score applies that same concept to a company’s employees to determine employee loyalty and engagement.

If you want deeper data, you will need to ask follow-up questions from your respondents. With Surveypal this is extremely easy. Just create an automated follow-up questions based on the respondents initial NPS answer. And driving improvements is what’s critical. The NPS means nothing unless you do something with the results. As customer experience expert, Bruce Temkin says “Instead of obsessing about the specific metric being used, companies need to obsess about the system they put in place to make changes based on what they learn from using the metric.”

NPS is powerful survey question to determine overall customer sentiment

It is researched that companies that achieve long-term profitable growth have Net Promoter Scores (NPS) two times higher than the average company. It works as your customer balance sheet and an easy to understand growth metric. The beauty of the NPS question is that it is short and with the right tools NPS is easy to measure and understand.

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