Net Promoter Score calculation

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NET PROMOTER SCORE

What is NPS

Net Promoter Score (NPS) is a customer satisfaction metric that measures the likelihood of recommendation. It asks customers "How likely are you to recommend our company to a friend or colleague?" on a scale of 0 to 10.

NPS calculation

NPS segments the respondents into three categories: Promoters (9-10), Passives (7-8) and Detractors (0-6). The NPS calculation formula is applied by subtracting the percentage of Detractors from the percentage of Promoters.

NPS score range

NPS can range from −100 (everybody is a Detractor) to +100 (everybody is a Promoter). A positive NPS (higher than zero) is considered good, and a score over 50 is regarded as excellent. Find out your NPS and benchmark it against others in your industry.

Got your NPS score? What’s next?

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Increase your NPS response rate

If you’re not getting enough responses from your Net Promoter Score campaign, your data is not offering a full picture of your business’s health and its ability to retain customers.

The average NPS response rate is 30 to 40% for an effective campaign. This still means that even if your survey performs well, you’ll miss out on feedback from more than half of your customers.

Luckily, it’s surprisingly easy to increase your Net Promoter Score response rate and get more feedback from every delivered survey. Opt for a personalized survey template for a more efficient NPS campaign. The more customized and specific a survey is the more actionable feedback is captured. Read more.

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Improve your Net Promoter Score

Learn from the received insights at every step of the way. Identify your strengths and turn them into opportunities that will advance your business to new heights. Encourage your Promoters to spread their love about your brand.

Get track of your weaknesses and react to ensure a most enjoyable customer experience. Delight your Passives by foreseeing their expectations. Always engage your Detractors to gain valuable ideas on how to meet their needs.

Improving your Net Promoter Score essentially means breeding happy customers by offering fast service and quality-oriented products. Be consistent at every touchpoint and go the extra mile to generate loyalty and customer referrals, and you will notice a significant NPS increase.

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Benchmark your NPS

Behind every metric there is a series of factors that influence it. You cannot say a lot about a company just by looking at their NPS score, without considering their relative performance within the industry.

So, which are the factors that affect NPS benchmarks? How do you know if you have a good NPS or that it’s not enough? Primarily, there are three factors that affect NPS benchmarks: competition, tolerance and switching barriers. Read more.

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NPS is an ongoing process

Have you ever wondered if your customer loyalty program is performing to the best of its potential? Net Promoter Score is that one number that holds the answer, being the most reliable customer satisfaction and loyalty indicator.

In constantly-evolving markets, measuring and acting on the received customer feedback is crucial for any business. Hence, tracking the NPS score is an ongoing process, that, when done correctly, produces long-term rewards.

NPS is the perfect methodology for getting an accurate gauge not just on how customers feel about your product, but how their needs and feedback changes over time. Thus, keeping a pulse on the customer sentiment and continuously improving your Net Promoter Score is a rule of thumb. Read more.

Check your company's NPS score

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