It is a loyalty metric that evaluates the likelihood of a consumer repurchasing from a company or an employee referring a particular brand to friends or family. Nowadays, organizations use this index to gauge the loyalty of different stakeholders (customers, employees, partners, brand associates etc), their willingness to refer & measure satisfaction level.In 2003, management consultant Fred Reichheld of Bain & Company in partnership with Satmetrix came up with the net promoter score system. A survey is sent out with a question such as: “On a scale from 1 to 10, how likely are you to recommend our brand to a friend or colleague?” to find out the customer satisfaction score.The answers to this questionnaire is broadly categorized into-
Unhappy customers who can potentially damage the company’s reputation.
Satisfied customers who may switch to a competitor’s offering, if given the opportunity.
Loyal customers who would continue to buy and promote.
Related Blog: What is Net Promoter Score
The Net Promoter Score (NPS) is calculated by subtracting the percentage of ‘Detractors’ from the percentage of ‘Promoters’. The numerical score generated between -100 and 100 is known as the Net Promoter Score.
Calculating the NPS Score is as easy as 1, 2, 3. Here’s an example:
Let’s suppose, you’ve sent out 500 surveys and have received 250 responses in return.
After you have tallied up the number of scores for every range, it’s time to find out the overall percentage of both promoters and detractors.For the promoters, you’ll want to divide promoters by the total number of responses received (i.e. 250) and multiply by 100. You’ll arrive at 0.4 or 40% when converted into a percentage.
Similarly, for your detractors, you’ll arrive at 24%.Next, you will subtract your percent of detractors (24%) by your percentage of promoters (40%) to get your total Net Promoter Score of 16.
View feedback ratings for your surveys and gain valuable insights on what your brand associates think about you. Get insights on detractors, passives and promoters with organized reports.
See the overall response of your stakeholders & further improve it.
Brand and customize Net Promoter Score to make it look like your own. Set start and expiration date for NPS survey. Select when a user is showed the first survey.
You can also select survey throttle, which helps in flashing survey to users who have previously responded to survey and even the ones who don’t.
Embed your NPS survey on your webpage with a simple embed link.
Send survey across on every channel by emailing, sending out the links and social media.
You can also share your NPS survey as a pop-up or even print it out.