The Net Promoter Score (NPS) is a metric used by organizations to measure customer loyalty and satisfaction. It is a simple and effective tool to understand your customers’ perceptions of your business.
To calculate NPS, you ask your customers a single question: “How likely are you to recommend our product or service to a friend or colleague?” Customers respond on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
By understanding how NPS is calculated, you can gain valuable insights into your customers’ loyalty and take steps to improve their experience.
NPS Score Calculation
Here are 8 important points about NPS score calculation:
- Customer loyalty metric
- Single survey question
- 0-10 rating scale
- Detractors, Passives, Promoters
- NPS formula
- Actionable insights
- Benchmarking
- Continuous improvement
By following these points, you can accurately calculate your NPS and use it to improve your customer experience and drive business growth.
Customer loyalty metric
Customer loyalty is a measure of how likely customers are to continue doing business with a company. It is a key factor in business growth, as loyal customers are more likely to make repeat purchases, recommend a company to others, and be less price-sensitive.
NPS is a customer loyalty metric that measures the likelihood that customers will recommend a company’s products or services to others. It is based on the premise that customers who are highly satisfied with a company are more likely to be loyal and to recommend it to others.
NPS is calculated by subtracting the percentage of customers who are detractors (those who rate the company 0-6 on the NPS scale) from the percentage of customers who are promoters (those who rate the company 9-10). The resulting score can range from -100 to 100.
A high NPS score indicates that a company has a large number of loyal customers who are likely to recommend it to others. This can lead to increased sales, improved customer retention, and positive word-of-mouth marketing.
By understanding how NPS is calculated and how it relates to customer loyalty, businesses can take steps to improve their customer experience and increase their NPS score.
Single survey question
The NPS survey consists of a single question: “How likely are you to recommend our product or service to a friend or colleague?” Customers respond on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
This question is designed to be simple and easy to understand for all customers. It is also specific enough to provide actionable insights for businesses.
The NPS question can be used in a variety of ways, including:
- Customer surveys: NPS can be included in customer satisfaction surveys to measure overall customer loyalty.
- Transactional surveys: NPS can be used after a customer has made a purchase or used a service to measure their satisfaction with that specific experience.
- Website surveys: NPS can be used on a company’s website to measure customer satisfaction with the website experience.
- Email surveys: NPS can be included in email campaigns to measure customer satisfaction with a company’s products or services.
By using the NPS question in a variety of ways, businesses can collect valuable feedback from their customers and use it to improve their products, services, and customer experience.
The simplicity of the NPS question makes it a powerful tool for measuring customer loyalty. By asking customers a single question, businesses can quickly and easily identify their promoters, passives, and detractors and take steps to improve their customer experience.
0-10 rating scale
The NPS survey uses a 0-10 rating scale, with 0 being “not at all likely” and 10 being “extremely likely.” This scale is designed to be easy for customers to understand and use.
The 0-10 scale also provides businesses with a clear way to categorize their customers into three groups:
- Promoters: Customers who rate the company 9 or 10 are considered promoters. These are customers who are highly satisfied with the company and are likely to recommend it to others.
- Passives: Customers who rate the company 7 or 8 are considered passives. These are customers who are satisfied with the company, but not enthusiastically so. They may or may not recommend the company to others.
- Detractors: Customers who rate the company 0-6 are considered detractors. These are customers who are dissatisfied with the company and are unlikely to recommend it to others. They may even actively discourage others from doing business with the company.
By understanding how the 0-10 rating scale is used to categorize customers, businesses can take steps to improve their customer experience and increase their NPS score.
The 0-10 rating scale is a simple and effective way to measure customer loyalty. By asking customers to rate their likelihood to recommend a company on a scale of 0 to 10, businesses can quickly and easily identify their promoters, passives, and detractors and take steps to improve their customer experience.
Detractors, Passives, Promoters
Detractors, passives, and promoters are the three groups of customers that are identified by the NPS survey.
Detractors are customers who rate the company 0-6 on the NPS scale. These are customers who are dissatisfied with the company and are unlikely to recommend it to others. They may even actively discourage others from doing business with the company.
Passives are customers who rate the company 7 or 8 on the NPS scale. These are customers who are satisfied with the company, but not enthusiastically so. They may or may not recommend the company to others.
Promoters are customers who rate the company 9 or 10 on the NPS scale. These are customers who are highly satisfied with the company and are likely to recommend it to others.
The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. This means that a company with a high NPS score has a large number of promoters and a small number of detractors.
It is important for businesses to understand the difference between detractors, passives, and promoters and to take steps to address the needs of each group. Detractors should be contacted to understand why they are dissatisfied and to try to resolve their issues. Passives can be encouraged to become promoters by providing them with additional value or by improving their customer experience. Promoters should be thanked for their loyalty and encouraged to continue recommending the company to others.
NPS formula
The NPS formula is a simple calculation that subtracts the percentage of detractors from the percentage of promoters. The resulting score can range from -100 to 100.
NPS formula:
NPS = % of Promoters – % of Detractors
For example, if a company has 30% promoters and 10% detractors, its NPS score would be 20.
A high NPS score indicates that a company has a large number of loyal customers who are likely to recommend it to others. This can lead to increased sales, improved customer retention, and positive word-of-mouth marketing.
The NPS formula is a powerful tool for measuring customer loyalty. By understanding how the NPS score is calculated, businesses can take steps to improve their customer experience and increase their NPS score.
Actionable insights
The NPS survey provides businesses with actionable insights that can be used to improve their customer experience and increase their NPS score.
- Identify promoters and detractors: The NPS survey helps businesses to identify their promoters and detractors. This information can be used to understand why customers are satisfied or dissatisfied with the company and to take steps to address their needs.
- Understand the reasons for customer dissatisfaction: The NPS survey allows businesses to collect feedback from their detractors. This feedback can be used to understand the reasons why customers are dissatisfied and to take steps to resolve their issues.
- Measure the impact of changes: The NPS survey can be used to measure the impact of changes that are made to the customer experience. By tracking the NPS score over time, businesses can see how changes are affecting customer satisfaction.
- Benchmark against competitors: The NPS score can be used to benchmark a company’s performance against its competitors. This information can be used to identify areas where the company needs to improve.
The NPS survey is a valuable tool for businesses that want to improve their customer experience and increase their NPS score. By understanding the insights that the NPS survey provides, businesses can take steps to address the needs of their customers and improve their overall performance.
Benchmarking
Benchmarking is the process of comparing a company’s NPS score to the NPS scores of other companies in the same industry or sector. This information can be used to identify areas where the company needs to improve.
There are a number of ways to benchmark a company’s NPS score. One common method is to use industry reports or surveys that track NPS scores across different companies.
Another method is to conduct a competitive analysis of the company’s NPS score. This involves collecting NPS data from the company’s competitors and comparing it to the company’s own NPS score.
Benchmarking a company’s NPS score can be a valuable tool for identifying areas where the company needs to improve its customer experience. By comparing the company’s NPS score to the NPS scores of other companies, businesses can identify areas where they are falling short and take steps to address these issues.
Benchmarking can also be used to track the company’s progress over time. By tracking the NPS score over time, businesses can see how their NPS score is changing and whether or not they are making progress in improving their customer experience.
Continuous improvement
Continuous improvement is the process of making small, incremental changes to a product or service in order to improve it over time. This is a key concept in NPS, as the goal is to continuously improve the customer experience and increase the NPS score.
There are a number of ways to implement continuous improvement in NPS.
- Regularly collect and analyze NPS data: The first step to continuous improvement is to regularly collect and analyze NPS data. This data can be used to identify areas where the company needs to improve its customer experience.
- Take action to address customer feedback: Once the company has identified areas where it needs to improve, it should take action to address customer feedback. This may involve making changes to products or services, improving customer service, or implementing new policies or procedures.
- Track the impact of changes: After making changes, the company should track the impact of these changes on the NPS score. This will help the company to see what changes are having a positive impact and what changes are not.
- Make further changes as needed: The process of continuous improvement is never-ending. The company should continue to collect and analyze NPS data, take action to address customer feedback, and track the impact of changes. This will help the company to continuously improve its customer experience and increase its NPS score.
Continuous improvement is a key factor in achieving a high NPS score. By following the steps outlined above, businesses can continuously improve their customer experience and increase their NPS score over time.
FAQ
If you have questions about NPS score calculation, here are some frequently asked questions and their answers:
Question 1: What is NPS?
Answer: NPS stands for Net Promoter Score. It is a metric used to measure customer loyalty and satisfaction.
Question 2: How is NPS calculated?
Answer: NPS is calculated by subtracting the percentage of detractors (customers who rate the company 0-6 on a 0-10 scale) from the percentage of promoters (customers who rate the company 9 or 10).
Question 3: What is a good NPS score?
Answer: A good NPS score is typically considered to be anything above 0. A high NPS score indicates that a company has a large number of loyal customers who are likely to recommend it to others.
Question 4: How can I improve my NPS score?
Answer: There are a number of ways to improve your NPS score, including:
- Improving your customer service
- Resolving customer complaints quickly and effectively
- Making it easy for customers to do business with you
- Offering high-quality products and services
Question 5: How often should I measure NPS?
Answer: It is recommended to measure NPS on a regular basis, such as quarterly or annually. This will help you to track your progress over time and identify areas where you need to improve.
Question 6: How can I use NPS to improve my business?
Answer: NPS can be used to improve your business in a number of ways, including:
- Identifying areas where you need to improve your customer experience
- Prioritizing your improvement efforts
- Measuring the impact of your improvement efforts
- Increasing customer loyalty and retention
Question 7: Are there any NPS calculators available?
Answer: Yes, there are a number of NPS calculators available online. These calculators can help you to calculate your NPS score and track your progress over time.
These are just a few of the most frequently asked questions about NPS score calculation. If you have any other questions, please feel free to contact us.
Now that you know how to calculate NPS, here are a few tips to help you improve your NPS score:
Tips
Here are four practical tips to help you improve your NPS score:
Tip 1: Focus on the customer experience
The most important factor in improving your NPS score is to focus on the customer experience. This means making sure that your customers have a positive experience every time they interact with your company.
Tip 2: Collect and analyze customer feedback
It is important to collect and analyze customer feedback on a regular basis. This feedback can help you to identify areas where you need to improve your customer experience.
Tip 3: Take action to address customer feedback
Once you have identified areas where you need to improve, it is important to take action to address customer feedback. This may involve making changes to your products or services, improving your customer service, or implementing new policies or procedures.
Tip 4: Track your progress and make adjustments as needed
It is important to track your progress and make adjustments as needed. This will help you to ensure that you are making progress in improving your customer experience and increasing your NPS score.
By following these tips, you can improve your NPS score and increase customer loyalty.
Improving your NPS score takes time and effort, but it is worth it. A high NPS score can lead to increased customer loyalty, retention, and revenue.
Conclusion
NPS is a valuable metric for measuring customer loyalty and satisfaction. By understanding how NPS is calculated and how it can be improved, businesses can take steps to improve their customer experience and increase their NPS score.
Here are the main points to remember about NPS:
- NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
- A high NPS score indicates that a company has a large number of loyal customers who are likely to recommend it to others.
- NPS can be improved by focusing on the customer experience, collecting and analyzing customer feedback, taking action to address customer feedback, and tracking progress.
Improving your NPS score takes time and effort, but it is worth it. A high NPS score can lead to increased customer loyalty, retention, and revenue. By following the tips in this article, you can improve your NPS score and reap the benefits of customer loyalty.