Measure and Improve Customer Satisfaction with NPS® Surveys

Net Promoter Score is one of the most instantly recognisable metrics used by businesses and organisations around to world to measure customer satisfaction, bringing far ranging benefits that include:

  • Quickly assessing the health of your brand
  • Benchmarking your performance against industry and competitor scores
  • Identifying your most loyal customers and driving more advocates for your brand
  • Better understanding where you need to improve
  • Improved tracking of customer sentiment as it changes over time
  • Better assessing your chances of winning new and repeat business
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The NPS Question

The Net Promoter Score seeks to provide a quick snapshot of customer sentiment, by encouraging you to ask your customers the question, "How likely is it that you would recommend [our company] [our product] [our service] to a friend or colleague?

By getting customers to rate their response on a scale of 1 to 10 and sorting their answers into three groups from low to high: labelled "detractors" "neutral" and "promoters", then collating and calculating the combined responses to obtain your overall score, the NPS question aims to give you a clearer idea of your brand’s health.

Find out more about the NPS question or explore a Net Promoter Score example

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How is NPS Calculated?

The Net Promoter Score question is calculated by working out the difference between the proportion of promoters and detractors, to generate a score of anywhere between -100 and 100.

Depending on the size of your data set, there are three suggested ways of doing this:

  • A simple manual calculation: ideal when dealing with a small number of responses
  • NPS Excel Formula: for larger data sets, too time consuming to calculate manually
  • NPS survey software: such as with our own survey software whose in-built Net Promoter Score question, automatically calculates this for you.

Read more details about how NPS is calculated

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What is a good Net Promoter Score?

By knowing what constitutes a good NPS score, it’s easier to justify your investment in running an NPS survey.

Technically a good Net Promoter Score can be described as anything above zero, as this implies that you have more promoters than detractors. Many also view a score above 50 as excellent and one above 70, as outstanding and rare. However, given that there isn’t a universal standard for NPS, most companies prefer to compare their scores to other businesses in their industry where context is key.

Discover more about what constitutes a good Net Promoter Score

Benefits of Net Promoter Score

From gauging customer sentiment and tracking how it changes over time, to helping you to better benchmark your performance against competitors or measure your likelihood of gaining repeat business, the benefits of running an NPS® Survey can be wide ranging.

Irrespective of whether you achieve a good or bad score, NPS can be equally beneficial to informing what future actions you need to take, whether that’s putting extra investment into product lines that are performing well, or more resources into highlighted areas you need to improve.

Learn more about the benefits of Net Promoter Score or explore some suitable NPS survey templates

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