We've made it easy to get your Net Promoter Score. To start, you will need the total responses for each score, or you can just tell us the total promoters, passives and detractors.
What does your NPS mean? It is a measurement of customer loyalty, loyal customers spend more, say great things about your brand and stay longer. To get a better handle on collecting feedback, responding to it, and improving your NPS check out our Feedback solution.
To manually calculate NPS you want to follow this formula. Remember promoters score 9-10 they are your happy customers who are shouting your praises, neutrals are 7-8 and are taken out of the equation: they are people who are satisfied by your product but aren’t singing your praises just yet. They are also more likely to jump ship to a competitor. Detractors score 0-6, these are the customers who aren’t happy at all. They may say negative things about your company to others, and could damage your brand.
For example if you have the following list of NPS responses to the question “How likely is it that you would recommend our company / product / service to a friend or colleague?” with answers given on a 1-10 scale:
9, 7, 10, 3, 9, 8, 10, 2, 9, 10
You would take the number of promoters (9-10) and minus the number of detractors (0-6):
6 - 2 = 4
Then divide it by the total number of responses:
4 ÷ 10 = 0.4
And times by 100:
0.4 x 100 = 40
There you have it. Your Net Promoter Score is 40.
Interpreting your NPS score requires context. What makes a good score depends on your industry, your competitors and your own track record. First of all, we recommend looking at your specific industry’s benchmarks, if you’re sitting near those benchmarks you're off to a good start. Next it’s worth doing competitive analysis, rate your scores alongside your closest competitors. Don’t forget to keep track of your score trends over time as well. A score of 20 might be great if you were at 0 last year, but if you’re trending down it could be time to worry. For a more in depth introduction to NPS you can check our blog on the subject here.
Net Promoter Score is a great snapshot of customer satisfaction. It is incredibly useful for benchmarking the quality of your customer service against competitors and your wider industry. It’s not the only feedback you should be gathering from your customers, but consider it a great jumping off point for developing a more advanced customer success strategy. Ideally you should combine your NPS survey with well thought out follow up questions, and calls to action for your customer service team. That way you can fix issues, and duplicate your promoters. Check out AskNicely's Feedback tool for help.
Technically, anything above a 0 means you have more supporters than detractors, and is widely considered good. That said, the answer to the common question “what is a good NPS Score” is not that straight forward. As mentioned above it depends largely on the context your business exists in, your industry benchmarks, your competitors etc.
We’re so glad you asked. Take it from our latest benchmark study, “Brands that embrace a modern, advanced NPS process are more than twice as likely to achieve over 50% annual growth and net-negative churn.” Benchmarking NPS can help you drive your customer satisfaction strategy and maintain a competitive edge through customer loyalty.