Net Promoter Score

Net Promoter Score

The Net Promoter Score (NPS) is a measure of customer loyalty and satisfaction that asks customers how likely they are to recommend your product or service on a scale of 0-10.

NPS can be used to predict business expansion. Your company has a strong relationship with its customers if its NPS is high (or at least higher than the industry average). These customers will more likely recommend your brand to others, setting off a positive growth cycle.

A survey can measure consumer satisfaction with a product using the Net Promoter Score method. At various points in the customer journey, companies could ask their customers questions like, “On a scale of 0 to 10, how likely is it that you would recommend [our product or company] to others?”

Companies can use NPS surveys to solicit opinions on any element of the customer experience.  Furthermore, companies in all industries can use NPS ratings to measure customer satisfaction. After grocery shopping, renting a car, or making a purchase at a mall, customers may be asked about NPS.

How to Calculate the NPS Score?

To calculate your NPS score, you would need customers to respond to the NPS system’s single question format – How likely are you to recommend us? – with a score between 0 and 10. Based on their score, you classify users into one of the following three groups:

Advocates (scores of 9 or 10).

These are your passionate and loyal clients..

Passives (scores of 7 or 8).

These customers are satisfied with your products but are not motivated enough to recommend them to others.

Disapproving customers (scores of 0 to 6).

These disgruntled customers are unlikely to buy from you again. They may even influence others not to buy your product.

You subtract the percentage of detractors from the percentage of supporters to get your Net Promoter Score. (Any passive comments are disregarded; they have no influence).

If you’re like most businesses out there, you’re concerned about how to determine your connection or relationship with customers. While it can be difficult for any business to measure customer KPIs accurately, it’s not impossible. We understand that you have plenty of daily operations to attend to, so we’ve designed our services to help you lift the burden of customer KPIs off your shoulders. We’ll do our best to give you a clear idea of how your customers view your business and create detailed reports to help your planning.