We've made it easy to figure out your net promoter score and the potential growth you could see by increasing that score.
Your net promoter score (NPS) is an important metric that measures customer loyalty and satisfaction. The NPS question asks customers “How likely are you to recommend (company/product/service) to someone else?” Customers can respond with a number 0 through 10, with 0 being unlikely and 10 being the most likely.
Those answers are then bucketed into three groups:
Detractors: Those who give you a score of 0 to 6. This group is actively unhappy with the product or service and might even be motivated to offer a negative review.
Passives: Those who give you a score of 7 or 8. This group feels neutral about the product or service and wouldn’t necessarily talk about it.
Promoters: Those who give you a score of 9 or 10. This group is made up of happy customers who had a notably positive experience and would share it with friends or family.
Enter the number of Detractor, Passive, and Promoter responses from your survey to calculate your net promoter score.
This type of survey can offer valuable insights into the customer experience and following up with anyone who gives a low score can help you identify areas for improvement. Plus, an increase in your net promoter score can lead to business growth.
Studies show that for every 7-point increase in NPS, your business would also see a 1% increase in revenue growth rate. Use the calculator below to measure your current NPS and see how increasing it could affect your revenue growth rate.
This growth reflected in the increased NPS can be attributed to an improved user experience, higher customer retention and lifetime customer value, an increase in positive reviews, and more.
Interpreting the net promoter score you get after completing your calculations requires some context. What makes a good score depends on your industry, your competitors, and your own track record.
We recommend looking at your specific industry’s benchmarks. If your organization's net promoter scores are near the benchmark for your industry then you're off to a good start.
Next, it’s worth completing a competitive analysis to see why some competitors might have higher scores than you or why your score might be low. Don’t forget to keep track of your score trends over time. A score of 20 might be great if you were at 0 last year, but if you’re trending down it's time to take action.
When you're ready to start collecting feedback or send your first NPS survey, you might want to use a customer experience management platform. It can help facilitate sending surveys at various touchpoints in the customer experience and tracking NPS over time.
When using software to help manage your NPS you should also be able to set up automation to flag negative feedback. Then your teams can close the feedback loop and try to solve the negative experience for the customer. If your scores are low, consider coming up with an action plan to improve it over time.
