Net Promoter or Net Promoter Score (NPS) is a simple one-question survey used by organizations to quickly gauge customer loyalty. The idea is that if a customer is willing to recommend an organization to someone else, then they are loyal.
Net Promoter Score is a valuable and simple tool used by more than two thirds of Fortune 1000 companies. Research has been shown that this simple one-question survey can replace lengthier customer surveys with high correlation to revenue growth.
It is important to run NPS regularly. Many organizations maintain a constant NPS in-app on their website, and send the NPS via email regularly as well. Failure to measure NPS on a regular basis can leave an organization vulnerable.
Use your NPS score to identify whether you have earned loyalty. ProProfs also allows you to see how your NPS scores trend over time. If your NPS score is low, you need to implement programs that directly target people’s likelihood of recommending your business to others. If your NPS score is average or high, focus on building programs that are driving these results so that you can continue to grow.
The results of this survey reflect the level of loyalty your customers have towards your organization. NPS scores are filtered into three categories: Detractors, Passives and Promoters. The NPS formula subtracts Detractors from Promoters, divides by the number of respondents and multiplies by 100. ProProfs NPS completes this calculation for you. NPS scores range from -100 to +100. An NPS score higher than 0 is considered positive, and a score of +50 is considered excellent.