What is Net Promoter Score
Net Promoter Score (NPS) is a quantified measure of “how likely is it that you would recommend [company X] to a friend or colleague?”. It is a simple yet effective way for companies to track and measure promoters and detractors, producing a precise measurement of their performance through the eyes of their customers.
NPS assigns customers into three distinct buckets - promoters, passives and detractors based on their willingness to recommend the company on a scale of 0-10. This is followed by qualitative communication between the company and customer in order to understand the drivers behind the score awarded.
The combination of qualitative and quantitative surveying will provide the valuable data you need to make informed business decisions. Helping gain a better understanding of your customer’s experience and pinpoint areas for improvement.
How is Net Promoter Score Calculated?
Your NPS is calculated by subtracting your percentage of detractors from your percentage of promoters. The best possible NPS is +100, and the worst is -100. Your passives are excluded from the calculation since their loyalty is relatively neutral.
NPS Survey Example Questions
'How likely are you to recommend our company to a friend or a colleague?' This would be the fundamental approach to discerning the customers NPS.
'How likely are you to recommend [product]/[service] to a friend or a colleague?' Here we have specified that the cutsomer feedback should reflect the quality of a product/service as opposed to the company as a whole.
'How likely are you to recommend [company] to a friend as an employer on a scale of 0-10?' This question would yield an employerNPS (eNPS), tracking employee satisfaction.
'What is the reason behind the score awarded?' 'What changes could we make to increase your rating?' 'How could we improve your experience?' You would then need to discern the reasoning behind the score given. The questions above are examples of a qualitative follow-up.
Download our template to use in your next Net Promoter Score Survey!