Net Promoter Score (NPS)
What is a good Net Promoter Score (NPS)?
What is a good Net Promoter Score (NPS)? A NPS that is greater than 0 is considered OK. Any score below 0 means you've got work to do to improve customer satisfaction. In general, your goal is to strive to the highest NPS possible. While some of us ...
What are common NPS scales?
There are 3 typical scales that you see used on Net Promoter Score survey questions: The traditional 11-Point numerical scale, the simplified 5-phrase scale, and the basic 3-icon scale. Each scale has its pro's and con's. As a general rule, you want ...
How is Net Promoter Score (NPS) calculated?
Net Promoter Score (NPS) is a whole number from -100 to +100, where +100 is the best score, simply put it is calculated as the % Promoters minus the % Detractors. Here's the formula: NPS = [ (Promoters - Detractors) / Total NPS Respondents ] x 100 ...
What is Net Promoter Score (NPS)?
NPS is an industry-standard measurement of customer experiences and predictor of future business performance. The metric is based on how customers answer the question: "How likely is it that you would recommend [brand or company] to a friend or ...
What to do when you have lots of Passive customer responses
Some people never give top marks on surveys. This is not unusual, but typically very limited to just a few customers. Keep in mind, the objective to gathering feedback is not to get a perfect score, but to get genuine feedback so you’re able to ...
Why is someone a Detractor if they answer "not sure" to my NPS question, but they answer "satisfied" on all other questions?
The terms Promoters, Passives and Detractors come solely from the customer's response to the Net Promoter Score question on your survey (aka your "recommend" question.) There are 3 Customer Experience (CX) questions typically used on our surveys, ...
Understanding Net Promoter Score (NPS)
The NPS metric, like all standardized metrics, is calculated using a specific formula. In the case of NPS, the formula is %Promoters - %Detractors, giving a score of -100 to +100. You can see the formula by clicking Help ("?" icon) in LoyaltyLoop. ...
What if some customers respond too literally to the NPS question?
Though it’s rare, sometimes a customer may interpret the wording of the NPS question too literally. They may read it as “Can you recommend us to someone you know?” When this occurs, the customer might answer “Very Unlikely” because they don't ...