Net Promotor Score (NPS)
- Gabrielle Pollack
Overview
The Net Promoter Score (NPS) serves as a fundamental metric in gauging customer satisfaction and loyalty. Developed as a simple yet powerful indicator, NPS revolves around a single question: "How likely is it that you would recommend our product/service to a friend or colleague?" Respondents typically provide a rating on a scale from 0 to 10, categorizing them into promoters, passives, or detractors. The resulting score, calculated by subtracting the percentage of detractors from the percentage of promoters, offers businesses a clear and actionable measure of customer advocacy and overall satisfaction. With its widespread adoption, the Net Promoter Score has become a benchmark for evaluating customer loyalty and driving strategic improvements in products and services.
With the Experience.com platform, you can integrate a Net Promoter Score (NPS) question directly into your campaign, providing a robust tool for assessing customer loyalty. By designating a specific 0-10 rating scale question as the campaign's NPS inquiry, the resulting data is prominently showcased on the campaign's dashboard. This feature facilitates a streamlined and centralized view of customer sentiment, enabling businesses to easily monitor and analyze NPS trends within the context of their specific campaigns.
Calculating Net Promotor Score
Calculating a Net Promoter Score (NPS) involves a straightforward and insightful methodology. First, respondents are asked to rate, on a scale from 0 to 10, how likely they are to recommend a product or service to a friend or colleague. Based on their responses, participants are categorized into three groups:
Detractors (0-6)
Detractors are respondents who give a rating between 0 and 6 in a Net Promoter Score (NPS) survey.
They are less likely to recommend a product or service and may have negative experiences or reservations.
Passives (7-8)
Passives are individuals who provide a rating of 7 or 8 in an NPS survey.
While not strongly detracting, they are considered neutral and may not actively promote the product or service.
Promotors (9-10)
Promoters are respondents who give a rating of 9 or 10 in an NPS survey.
They are enthusiastic advocates who are likely to recommend the product or service, reflecting a high level of satisfaction and loyalty.
The NPS is then computed by subtracting the percentage of Detractors from the percentage of Promoters. The resulting score ranges from -100 to +100, offering a clear and actionable measure of customer advocacy.
This calculated metric not only provides a snapshot of customer loyalty but also serves as a valuable tool for businesses to identify areas of improvement and enhance overall customer satisfaction.
The Net Promoter Score (NPS) meter for each campaign is conveniently presented on the right side of the campaign analytics dashboard. This visual representation offers a quick snapshot of customer loyalty and advocacy within the context of the specific campaign, allowing users and managers to assess and respond to NPS trends promptly.
Creating an NPS Question in a Campaign
Creating an NPS question is a straightforward process that involves setting up a rating scale question using the 0-10 scale.
To designate this question as the Net Promoter Score (NPS), campaign creators simply need to toggle on the setting specifically designed for considering the question as the NPS. This option is conveniently located just below the question's setup, streamlining the process of integrating this vital metric into the campaign for effective customer loyalty assessment.