How to measure your Net Promoter Score (NPS) with online surveys

For nearly every business Net Promoter Score (NPS) is a critical parameter in understanding their brand sharability. This is especially of great significance for the e-commerce industry and start-ups, since a big share of their success depends on online sharing, recommendations and word of mouth.

QuestionPro powers businesses to create NPS surveys while also providing in-built integrations such as Email, SMS, Social Media and QR Code to maximize distribution and customer reach. The platform also has in-built NPS analytics that automatically create data visualizations to display result of the NPS survey.

However, there is also significant inconsistencies among businesses in terms of data interpretations. By this we mean that some businesses may not fully understand the differential factor represented by the numbers on the NPS scale. Here is a brief summary of what these range of values indicate in a survey:

(On a scale of 0-10, with 10 being the highest NPS value and 0 being the least)

1.)  9-10 : Customers are expected to be loyal and recommend the brand to friends and family and are called Promotors.

2.) 7-8 : Customers are somewhat satisfied with the brand but are much less likely to recommend it. These customers are also at risk of being lost to competition.

3.) 0-6 : While this is a broad scale, these customers are not happy with your product or service and are highly prone to Detraction to other brands. The lower the number from here on the more rapid their probability of desertion of the brand and migration to a new one will begin.

To have a positive NPS score, a brand must have more Promotors than Detractors. A negative NPS means that the brand is losing more promotors than gaining new once.