What is NPS? Net Promoter Score (NPS) is a powerful measure of customer happiness. And here’s how it works.
The NPS Survey
1. It starts with asking your customers this simple question:
…and logging their responses:
2. Respondents are classified into three groups based on their answers:
- Promoters are loyal customers and a great source of referrals
- Passive customers are satisfied with the service but are susceptible to competitors.
- Detractors are unhappy customers and can damage your brand.
How Net Promoter Score is Calculated
3. To calculate your NPS: subtract the % of respondents who are Detractors from the % of respondents who are Promoters.
NPS = % Promoters – % Detractors
Respond to Customer Feedback
4. Use the answers to the open-ended NPS follow-up question to guide action. Imagine immediately responding to a Detractor’s complaint, targeting your Passives with an information campaign, or asking a Promoter to review your product online.
Make it Ongoing
5. Repeat the NPS survey at regular intervals. Segment your NPS by types of customers to understand the “why” behind your score and how your decisions impact customer loyalty.
Setting up an NPS program? Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. Leverage customer feedback and drive growth with a real-time approach to NPS.
Start measuring Net Promoter Score for free with Wootric