Net Promoter Score® (NPS) is a popular customer experience metric. It measures clients’ sentiment towards your brand based on the answers to one question:
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 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 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 NPS calculation.
When you run surveys with Survicate, you’ll get an automatic NPS 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 score!
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 works is to try it out yourself.
Finding out your Net Promoter Score is just the beginning. Now, get the insights you gathered to drive your customer experience program home. Here are a few tips on how to do that.
With Survicate, you’ll elevate your customer experience program with just a few clicks. Set up your free account now!