Do You Know How to Calculate Your Net Promoter Score?
You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care?
I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one?
It’s not just science fiction, Uber does it. They give you a rider score. Mine is 4.86 out of 5.
Everyone has people in their lives who love and advocate for them, people who are neutral about them, and people who — for whatever reason — don’t like them. This is social capital. We all want more people to like us than dislike us. It builds our credibility, makes it easier to do our job, and helps us feel better about ourselves and the work we do. When a brand or business receives Net Promoter feedback, the individual — that's you! — is a major part of that resulting score. Therefore, feeling ownership on a personal level is important.The best way to determine your social capital from a customer happiness perspective is through NPS. Since its introduction in 2003, this simple metric has become the go-to way of measuring loyalty with study after study showing its worth. Those who are loyal are more likely to return for another experience.How do you calculate your NPS? Survey those you interact with using a simple question, “On a scale of 0-10, how likely are you to recommend me to a friend?Now break down the answers. Those who scored you 0 through 6 are detractors. Those who give you a 7 or 8 are passives and those who give you a 9 or 10 are promoters. Your Net Promoter Score is the percent of promoters minus the percent of detractors. Let’s say you surveyed 100 customers. 50 give you a 9 or 10. 30 give you a 7 or 8, and 20 give you a 6 or less. You calculate your NPS by 50% (promoters) - 20% (detractors) = 30 NPS.Whoa, you say. More people love me than dislike me. Why is my score so low? I mean, I’m failing, right?
No, you are not failing. Net Promoter Scores range from -100 to 100. It is not pass/fail.
Any score above 0 means you have more people who like you than people who actively dislike you. What does knowing your score tell you?You can use it to understand how you are doing compared to others around you. Let’s say you are a customer experience rep for a service organization. The customer experience rep who sits next to you gets an NPS of 22 and an average customer service rep in your industry has an NPS of 25. Congratulations! You’re ahead of the curve.
How Can I Improve my Score?
You’re doing great. That said, my guess is that you want to know how to make that score go up. Am I right? Ask the people you surveyed why they gave you the score they gave you and how can you improve. Taking action is the entire reason to measure your NPS. Check out a previous post on 5 Ways to Improve Your Net Promoter Score.Don’t go into the process feeling defensive. Go into the process with an open mind. What can I learn from those who love me, feel neutral or aren’t happy with me? How can a change in my behavior improve my score? Listen, and then make that change. Change is good. The people around you are delighted and your score goes up. It’s that simple to motivate yourself and those around you to be the best you can be. Want to know more? We wrote The Book of NPS. Download your copy by clicking the button below.