Thanks to SmartSurvey, our communication strategy is making us stand out from the crowd. By using SMS, asking the right questions and acting on results, IKEA is one step ahead of the competition.
What is a good Net Promoter Score®?
What is a good Net Promoter Score®?
Having run your NPS® survey, and asked your customers the question – “How likely is it that you would recommend our [company] [product] [service] to a friend or colleague?” – you’ll want to know what constitutes a good NPS score.
Before you can do that, you’ll need to calculate the score itself. In brief, Net Promoter Score is calculated by working out the difference between the proportion of promoters and detractors, to generate a score that ranges between -100 and 100. See more on how to calculate NPS.
There are manual methods to calculate your score, or you can use NPS tools such as our own survey software.
How do I know if I’ve achieved a good NPS score?
In simplest terms, a good Net Promoter Score is technically anything above zero, since this implies that you have more promoters than detractors.
- A score above 50 is viewed as excellent
- A score above 70 outstanding (and rare)
Given that there isn’t a universal standard for NPS, most companies will compare their scores to other businesses in their industry.
When the NPS question needs to be contextualised
Given that the foundation of the NPS question is reliant on recommendation to friends and family, there are some organisations (and individuals) where it could be a less appropriate question to ask. For example, if your product or service was very specialised and a respondent felt that their friends or colleagues would be unlikely to benefit from it, they may decide to forego recommending it, even if they were satisfied. This could apply to healthcare organisations where the service provided is of a sensitive nature or causes unavoidable discomfort.
This is not to say that NPS should not be used in these circumstances, but that a low, or even negative score may not be “Bad”. Context is the key.
In such a situation following up your question with an optional comment box asking for the reasons behind the score given or just for general comments can be useful. Another way of adding context is to purchase benchmark reports from consultancies and agencies that do research into this on a per-industry basis. These are often expensive but can offer value.
More about NPS
Get started with NPS
NPS®, Net Promoter® & Net Promoter Score® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
How are we different?
Your data will be stored and processed here in the UK for your peace of mind.
We pride ourselves on going above and beyond for our customers, providing expert advice and support whenever you need it.
You're in safe hands
Our secure platform and robust data protection measures ensure your data is safe and secure with us. We are ISO27001 and Cyber Essentials Plus certified.
We understand the importance of personal interaction, which is why we offer a human touch alongside our cutting-edge technology.
We're committed to making our surveys accessible to everyone, with a range of features to support those with disabilities.
With no limits on the number of responses you can collect, you can be sure your survey will reach as many people as possible without it being cost prohibitive.
Don't just take our word for it
Over 500,000 users have registered to use SmartSurvey.
We couldn't be happier with SmartSurvey, we love its functionality and flexibility. This means we have been able to use one survey tool across many parts of the business.
Get in touch
We are ISO27001 certified, registered under the Data Protection Act and fully compliant with EU Privacy Laws.
Access to a knowledgeable account manager for personal assistance for when you most need it.
Our friendly design team is on hand to assist with any bespoke design and custom development requests.
We succeed if you succeed. Our goal is to help you carry out effective research and we’re here to help you achieve that.