Net Promoter Score® (NPS) is a popular customer experience metric. It measures customer loyalty and the sentiment towards your brand based on the answers to one NPS question: “How likely are you to recommend our company to your friends and colleagues?”
To measure NPS, you need to run a survey. Its respondents must pick a score between 0 (not at all likely) and 10 (very likely)—and usually answer an open-ended follow-up NPS question that asks them to explain their choice.
To calculate NPS, you need to subtract the percentage of your detractors from the percentage of your promoters.
Promoters are respondents who chose the scores of 9 to 10. They’re your most loyal, happy customers who are most likely to recommend you to their peers.
Detractors are respondents who chose the scores of 0 to 6. They’re the unsatisfied customers who are likely to switch to your competition and give you negative reviews.
The respondents who chose the scores of 7 to 8 are passives. This group isn’t involved in the Net Promoter Score calculation.
Net Promoter Scores range from -100 to a 100.
The online NPS calculator above will perform this calculation for you – all you need to do is feed it with your NPS results.
And when you run NPS surveys with Survicate, you’ll get an automatic Net Promoter Score calculation and response breakdown.
There is no universal “good” Net Promoter Score.
Generally, any score above 0 is positive. It means that you have more loyal than disloyal customers.
But NPS averages might vary depending on the company’s industry, size, and lifecycle. This is why it’s best to benchmark your score against your competitors or industry standards.
In Survicate's 2021 NPS benchmark report, you'll find the average Net Promoter Score of companies from 11 different industries. Discover how you stack up against your competition!
Or just set up your own benchmarks and constantly work towards improving your Net Promoter Score. Benchmarking your NPS will help you monitor the state of your customer satisfaction program. You’ll discover which of your changes and strategies impact customer loyalty. And saying “goodbye” to guesswork will put you one step ahead of the competition.
With Survicate, you’ll build and distribute your NPS survey in minutes.
Once you set up your account, use a free NPS template, or build your survey out of 15 question types. No matter which option you choose, you can customize your survey to fit your brand.
Then, distribute your survey via email, website, web app, or mobile app—all of that with zero coding and just a few clicks. Set up an event or identity targeting if you want, and just wait for your responses.
In your account panel, you’ll find a survey report with your NPS score and response breakdown. With easy-to-use analytics and unlimited team collaboration, you’ll quickly act on your feedback.
Oh, and you can also integrate Survicate with your favorite tool to get more data
and set up follow-up campaigns.
All of that is available in a free account with no time limit.
But the best way to see how Survicate NPS software works is to try it out yourself.
So, you’ve just calculated your Net Promoter Score. What now?
Finding out your Net Promoter Score and gathering actionable feedback is just the beginning. It’s time to get the insights you gathered to drive your customer experience program home.
Here are a few tips on how to reap all the benefits of running NPS surveys.
With Survicate, you’ll elevate your customer experience program with just a few clicks. Set up your free account now!