Net Promoter Score®

Net Promoter Score (NPS®) is a simple and proven methodology that companies use to measure customer happiness as it relates to company brand, product or service.

Why use NPS?

It focuses on your customers and foster company-wide alignment around customer experiences.
Best of all, It's easy to understand and implement.

Well-known organizations relies on NPS to provide top-notch customer experience.

 

How it works?

In just 2 simple steps, you can derive a score that quantifies your customers happiness

Step 1
An email with a rating score of 0 - 10 is sent to your customer.

The email itself, is a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring is based on a 0 to 10 scale, which provides a standardize benchmark so it can be tracked overtime.

Step 2
Group the responses, and get your Net Promoter Score

The score customers provide are classified as follows:


Detractors 
0 – 6
Unhappy customers who can damage your brand and impede growth through negative word-of-mouth


Passives
7 – 8
Satisfied but unenthusiastic customers who are vulnerable to competitive offerings


Promoters
9 – 10
Loyal enthusiasts who will keep buying and refer others, fueling growth

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

NPS Formula = ( % of Promoters ) minus ( % of Detractors )

 


Using the NPS

The Net Promoter Score, ranging from −100 to 100, serves as a report card,
grading your overall customer experience.

Compare your score to previous periods of time to gauge and identify trends, such as a change of packaging or improvement of response time, and how they affect your customer experience over time.



Interested in getting started with NPS?

Request for Private Beta Access

 

 

 

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.