Net Promoter Score is a customer satisfaction metric that measures the likelihood of recommendation. It asks your customers "How likely are you to recommend our company to a friend or colleague?" on a scale of 0 to 10.
Net Promoter Score Calculation
NPS segments the respondents into three categories: Promoters(9-10), Passives(7-8) and Detractors(0-6). NPS calculation formula is applied by subtracting the percentage of Detractors from the percentage of Promoters.
The Net Promoter Score range expands from -100 (everybody is a Detractor) to +100 (everybody is a Promoter). A positive NPS is considered good, a score over 30 is great, and everything above 70 is regarded as excellent.
Measure your company's NPS
Personalize your survey template, import your customers from various services and start your first Net Promoter campaign right away.
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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 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 NPS response rate and get more feedback from every delivered survey. Opt for a personalized survey template to ensure a more efficient NPS campaign. The more customized and specific a survey is the more actionable feedback would be captured.
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.
Measure your NPS, 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.
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? Once you have the NPS formula applied, how do you know if the resulted score is good enough or not? Primarily, there are three factors that affect NPS benchmarks: competition, tolerance and switching barriers. Read more.