NPS® score calculation is not an intricate process you might think it to be. It’s a plain, simple subtraction of the percentage of your promoters and detractors. The score can give you a clear idea of customer satisfaction and loyalty.
Promoters
Number of responses rated you a 9 or 10.
Passives
Number of responses rated you a 7 or 8.
Detractors
Number of responses rated you a 0 or 6.
Your NPS® Score
Your NPS® Score
0
It all starts with an NPS® survey question, which typically looks something like the following -
The customers can answer this question by selecting a number between 0 (least likely) and 10 (most likely). Depending on these numbers, they are categorized into
These are customers who selected 9 or 10. This group represents the most satisfied customers and is more likely to suggest your brand to others.
These are customers who selected 7 or 8. These customers are okay with your offerings, and they may or may not suggest your brand to others.
These are customers who opted for 0 to 6. They are disappointed customers who are least likely to suggest your brand to others.
The NPS® formula is simple. It’s the subtraction between the percentage of promoters and detractors.
% of Promoters
-
% of Detractors
=
NPS® Score
For example, If 50% of your customers are promoters and 20% are detractors,
then the NPS® score is 30.
Promoters
-
Detractors
NPS® score
When you are analyzing your NPS® using the absolute method, any score above 0 is deemed a great score. A positive score means that your customers are willing to stick to your brand and recommend it wholeheartedly.
In this method, your NPS® score is benchmarked with the industry standards to understand where you stand compared to your competitors. It is always a good practice to benchmark your NPS® score to self-evaluate and identify your biggest competitors.
NPS® benchmarks by industries help you track your NPS® score against others in your industry.
Benchmark Your NPS®
Calculating the NPS® score is just the first step. Analyzing the feedback and finding ways to improve it is the (crucial) next part.
Give importance to detractors, understand where you have gone wrong, and swiftly work on them. This is essential to convert your detractors into promoters.
Follow up on each customer's feedback with tailored messaging to close the feedback loop. For example, you can send 'Thank you for your valuable time' to promoters.
Track NPS® over time to see whether customer experience is getting better or worse. For this, simply calculate NPS® at regular intervals and track the results.
Mikhil Mathew
SurveySparrow is one of the leading NPS® software that can help you run surveys, calculate NPS® scores, and provide insights to act on them.
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