{"id":5706,"date":"2021-12-13T10:25:55","date_gmt":"2021-12-13T10:25:55","guid":{"rendered":"https:\/\/helptest.mainbrainer.com\/knowledge-base\/net-promoter-score-nps\/"},"modified":"2022-06-10T06:15:13","modified_gmt":"2022-06-10T06:15:13","slug":"net-promoter-score-nps","status":"publish","type":"ht_kb","link":"https:\/\/www.mainbrainer.com\/hc\/en_GB\/a-z-guide\/nps-insights\/","title":{"rendered":"Net Promoter Score (NPS)"},"content":{"rendered":"
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A successful business is inevitably the one that puts its customers at the front and center of everything \u2013 from product design to product experience. Understanding and addressing your customer’s needs and expectations is a sure-shot way to drive your business growth. But how do you do that? How do you read your customers’ mindset?<\/p>\n

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Net Promoter Score (NPS) <\/strong>is one such metric that can help you understand if your customers are happy\/satisfied with your product\/service.<\/p>\n<\/blockquote>\n

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What is NPS?<\/h2>\n

Net Promoter Score (NPS) is a globally recognized and widely accepted metric that helps you measure your customer’s loyalty and satisfaction. It quantifies how satisfied your customers are with your product\/service and how likely they are to recommend your product\/service to their friends and colleagues.<\/p>\n

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How is NPS calculated?<\/h2>\n

To calculate NPS, pose the following survey question to your customers:<\/p>\n

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“On a scale from 0 to 10, how likely are you to recommend this brand\/product\/service to a friend or colleague? (with ten being most likely to recommend and zero being not at all likely to recommend).”<\/p>\n<\/blockquote>\n

Use the customer’s responses to group them into the following categories:<\/strong><\/p>\n

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  1. Promoters<\/strong> \u2013 Those who provide ratings of 9-10.<\/li>\n
  2. Passives<\/strong> \u2013 Those who provide ratings of 7-8.<\/li>\n
  3. Detractors<\/strong> \u2013 Those who provide ratings ranging between 0-6.<\/li>\n<\/ol>\n

    Proceed and calculate your NPS using the formula:<\/p>\n

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    NPS = % Promoters – % Detractors<\/strong><\/p>\n<\/blockquote>\n

    \"Net<\/p>\n

    Simply put, the Net Promoter Score (NPS)<\/strong> is the percentage of customers who are Promoters<\/strong> (those who provided ratings of 9 or 10)<\/em> minus the percentage who are Detractors<\/strong> (those who provided ratings of 0 to 6)<\/em>.<\/p>\n

    Therefore, the NPS score can take values between -100 to 100, with:<\/strong><\/p>\n