NPS (Net Promoter Score)

What do you mean by NPS?

Net Promoter Score (NPS) is a widely utilized measure that assesses customer loyalty and satisfaction, serving as a popular means for businesses to gauge their customers' likelihood of recommending them.

What is a Net Promoter Score (NPS)?

Net Promoter Score is a straightforward and efficient metric for determining the willingness of customers to recommend a brand to others. By employing NPS, businesses can pinpoint areas that require improvement and take appropriate actions. Net Promoter Score can also serve as a predictive indicator of business growth and profitability, making it a valuable tool for businesses of all sizes.

NPS revolves around a single question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?" Based on their responses, customers are categorized into three groups: detractors, passives, and promoters.

  • Detractors:

Detractors are customers who assign a score of 0 to 6. They express dissatisfaction with the product or service and are likely to voice negative opinions to others.

  • Passives:

Passives are customers who assign a score of 7 or 8. They are satisfied with the product or service but lack the enthusiasm to actively recommend it.

  • Promoters:

Promoters are customers who assign a score of 9 or 10. They are highly satisfied with the product or service and are likely to recommend it to others.

How is the Net Promoter Score calculated?

The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. For instance, if 50% of respondents are promoters and 20% are detractors, the net promoter score would be 30 (50% - 20% = 30%).

Why is a Net Promoter Score important?

Net Promoter Score holds importance as it offers businesses a simple way to measure customer loyalty and satisfaction. According to research by Bain & Company, companies with the highest Net Promoter Scores in their respective industries tend to grow at a rate more than double that of their competitors.

Net Promoter Score can also be used to identify areas of improvement for businesses. By analyzing the feedback provided by detractors and passives, businesses can pinpoint the underlying causes of customer dissatisfaction and take necessary steps to address them. For example, if customers express dissatisfaction with product quality, a business can focus on enhancing the manufacturing process or sourcing higher-quality materials.

How can businesses utilize the Net Promoter Score?

Businesses can leverage Net Promoter Scores in various ways. Here are a few examples:

  • Benchmarking:

Net Promoter Score enables businesses to benchmark their performance against competitors within the industry. This helps identify areas where the business is lagging behind and allows for improvements to be made.

  • Customer feedback:

Net Promoter Score provides businesses with a simple and easily understandable format for collecting customer feedback. This feedback can then be utilized to identify areas that require improvement and initiate appropriate corrective actions.

  • Employee performance:

Net Promoter Score can be used to evaluate the performance of employees who interact with customers, such as sales representatives or customer service agents. This evaluation helps identify areas where additional training may be necessary.

  • Product development:

Net Promoter Score can guide product development efforts by identifying areas where customers express dissatisfaction with existing products and services.

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