What is NPS®?

by Oliver Warren

 

Oliver Warren, Support Team Leader, Avius

Net Promoter® Score


NPS is a calculation applied to a 0-10 experience rating question. It measures how happy your customers are with their experience and how likely they are to promote your business to others.

The NPS calculation splits respondents into three groups, Detractors, Passives and Promoters. It does this by asking a question such as “How likely are you to recommend (insert company) to friends or colleagues (0-Very Unlikely, 10-Very Likely)?”

Answers between 0-6 are Detractors
Answers between 7-8 are Passives
Answers between 9-10 are Promoters

NPS example - Detractors, Passives and Promoters
44.44% – 35.56% = NPS of 8.89

 

Is my Net Promoter Score good?

The way NPS is calculated can vary by region and industry but normally a good Promoter score is between 50 and 80, above 80 is excellent.

NPS makes a great addition to your survey due to the standardised nature of the score. This allows you to not only benchmark against your own previous performance, but also against the performance of other organisations within your industry.

 

Summary

By using an NPS question in your survey, you can get a good idea of whether your guests/employees/customers are likely to promote your business. It shouldn’t be used as the only indicator, additional questions in your survey will provide you with more information about specific areas, such as waiting times, queue lengths, staff helpfulness etc.


NPS® is a trademark of Bain & Company, Satmetrix Systems and Fred Reichheld

* Image credit: Atlassian.

9th December 2016