The Net Promoter Score is a powerful tool that measures customer loyalty and lifetime value. To obtain this score, respondents are asked to answer a question using a survey from 0 to 10. The response options are arranged horizontally. The scale is then divided into three sections.
The results provide a simplified, but highly effective, view of the brand popularity and how likely a supplier is to be recommended/shared among its consumers.
The calculation is made from the answers to the following NPS question:
This is what each score received represents:
9-10: Those who rate you 9 and 10 will be your promoters, and will probably recommend your business.
7-8: You will receive this rating from users considered passive, who may be satisfied but not satisfied enough.
0-6: This rating will be given to you by your dissatisfied customers, you should consider them as your detractors, dissatisfied customers who are less likely to buy again and more likely to convince others not to buy your products or use your services.
Based on the results obtained, you can enter your numbers into the Net Promoter Score calculator. Add the number of promoters, number of passives and number of detractors.
In this NPS calculator you can also define the Net Promoter Score you want to achieve and it will automatically calculate the promoters you need to meet this goal:
The NPS is a percentage that is calculated from the scores given by customers. We share with you another option so that you can obtain your index through an Excel file. The steps to calculate the Net Promoter Score manually in Excel are as follows:
QuestionPro helps you collect real-time customer information and classify your customers into promoters, passives and detractors, without the need to manually enter the information into a Net Promoter Score calculator. And also, to follow up on negative comments to keep the loyalty of your consumers.
Collect information and visualize your NPS results in real time. Remember that customers go through several touch points and may have different experiences and opinions along the journey. Therefore, you can conduct an NPS survey at multiple customer touch points and improve the experience at each of them.
Considering that there are multiple experience points, you can conduct NPS surveys in different ways.
Some of the most commonly used methods to collect your information to measure your Net Promoter Score are:
QuestionPro has the necessary tools to collect data from your customers, including the NPS and NPS+ question that allows you to obtain additional information to better understand the needs of your audience.
Request a demo of our QuestionPro CX platform and start improving your customer satisfaction.