{"id":96578,"date":"2020-04-06T06:27:39","date_gmt":"2020-04-06T13:27:39","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=96578"},"modified":"2024-09-02T02:30:11","modified_gmt":"2024-09-02T09:30:11","slug":"nps-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/nps-score\/","title":{"rendered":"NPS score: Your complete guide"},"content":{"rendered":"\n

As you create strategies to reach new customers or recruit new talent, you need to understand how satisfied your current customers and employees are with your company and how likely they recommend your brand to peers. This piece of data is called the Net Promoter Score (NPS)<\/a>. <\/span><\/p>\n\n\n\n

The score might seem like difficult feedback to measure due to its subjectivity, but it\u2019s easy when you include the right kinds of Net Promoter Score survey questions<\/a>.  <\/span> <\/span><\/p>\n\n\n\n

This article provides a complete guide to leveraging your NPS score to optimize your business, organization, or employee recruiting and retention strategies. This guide clearly defines what an NPS is, explains why it\u2019s important for any organization, offers examples of NPS in multiple contexts, and shows you how to create the kind of survey that will help guide your next action plan.<\/span> <\/span><\/p>\n\n\n\n

What is the NPS score?<\/span><\/h2>\n\n\n\n

An NPS is data that reports the satisfaction level of respondents and tells you how likely they are to promote your brand, product, or company (or any other variable) to their peers. In addition to measuring satisfaction, your NPS question helps evaluate brand loyalty, employee engagement, and even a particular product- and service-related feedback. In recent times, t<\/span>he use of NPS related emoticons has become a common practice.<\/span><\/p>\n\n\n\n

It is a numerical value \u2013 usually on a scale from 0 to 10 \u2013 with 0 representing the most negative promotion and 10 representing positive promotion. You\u2019ll notice that in this case, 0 does not mean that participants are not likely to take any action at all. On most NPS surveys<\/a>, lower scores represent responses that indicate participants may actively detract from your brand\u2019s promotion. <\/span><\/p>\n\n\n\n

To find your NPS score, you need to understand the concepts of promoters and responders. Think about public forum business reviews. People who post very negative reviews like, \u201cThis business has the worst customer service ever!\u201d are unhappy customers or detractors. QuestionPro CX can help you manage your detractors with its registered trademark enhanced closed-loop mechanism. It lets you follow up with a percentage of customers that are a churn risk and allows you to create and manage service tickets. It would be best to interact with them on time before spreading negative word of mouth to a friend or colleague. A passive respondent might not even post a review because they don\u2019t feel passionate about their experience one way or another. Meanwhile, a promoter is a reviewer who says something along the lines of, \u201cI love this business. John was so helpful on the call, and when I went in for a face-to-face meeting, I could tell that he really cares about the team and keeps up with industry trends.\u201d<\/span> <\/span><\/p>\n\n\n\n

A promoter doesn\u2019t even have to state that they recommend the company or product of interest when they speak positively about it. Their enthusiasm about the brand and willingness to share indicates a<\/span> good NPS score<\/span> in this scenario.<\/span><\/p>\n\n\n\n

To get your score, start with the percentage of promoters and subtract the percentage of detractors. Next, multiply that number by 100, and there you have it: your NPS.<\/span><\/p>\n\n\n\n\t

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