What is Net Promoter Score?
The NPS is a simple tool to measure customer loyalty and satisfaction.
How to get your NPS?
Your NPS score is calculated from a quantitative question. By giving a score, ranging from 0 (very unlikely) to 10 (very likely) to your product or service, customers are divided into 3 different categories:
Would you recommend our product or service to a friend?
1
2
3
4
5
6
7
8
9
10
0-6
Detractors
Your most disappointed customers, those who may have a negative impact.
7-8
Passive
Customers that are satisfied with your product or service but not likely to recommend it.
9-10
Promoter
Your most satisfied and loyal customers
Understanding your users
To better understand the rating given by your respondents, you can ask a second qualitative question, such as “Why did you give this rating?“ or “How could we improve our product or service?“
How to calculate your NPS
The NPS is calculated from the percentages obtained in the 2 categories “Promoter“ and “Detractor“.
NPS = % of promoters - % of detractors
The score is not expressed as a percentage but as an absolute value between -100 and 100. Example: 64% promoters - 24% detractors = 40. Your NPS score is 40.
What is a good NPS score?
A positive NPS means that you have more promoters ready to recommend your product or service than detractors, ready to damage your reputation. A score between 50 and 80 is generally considered very good. In parallel, you should analyze the verbatims obtained with the second question. These are valuable informations to improve your NPS.
When should a NPS survey be conducted?
You may decide to calculate your NPS after the launch of a new product or a new campaign in order to evaluate your customers' satisfaction. If you don't have a specific event to test, you can simply decide to conduct this survey several times a year to measure your customers' satisfaction in a constant way.
Do you want to evaluate the satisfaction of your customers?
You now have all the keys to obtain your NPS score very easily thanks to our online questionnaire tool.
