Net Promoter Score (NPS) shows how likely someone is to recommend your product/service to friends or family. A typical NPS question might ask:
"How likely are you to recommend this store
to a friend or family member?"
Answers range on a scale from 0 (not at all likely) to 10 (extremely likely).
😍 Promoters - responded with a score of 9 or 10
😐 Passives - responded with a score of 7 or 8
😞 Detractors - responded with a score from 0-6
NPS = Percentage of Promoters - Percentage of Detractors
NPS Example
For example, lets imagine that we asked ten customers how likely they would be to recommend a store to their friends or family on a scale of 0-10. Here’s how those customers answered:
Total Number of Promoters (customers who answered with a 9 or 10): 8 Total Number of Passives (customers who answered with a 7 or 8): 1 Total Number of Detractors (customers who answered with a 0-6): 1
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. In this example, 80% of customers are classified as promoters and 10% are classified as detractors, so the store’s NPS would be 70.
NPS = 80% – 10%
NPS = 70
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