NPS is the abbreviation of Net Promoter Score. A metric for assessing loyalty for a company, the brand, products or services. NPS is used as apart of relationship management and the metric is easy to calculate. In this article, I give you a quick glance at how it works.
Net Promoter Score is based on a single question: “How likely is it that you would recommend us to a friend or colleague?”
- Promoters (score: 9-10) are the most loyal
- Passives (score: 7-8) are satisfied, yet unenthusiastic
- Detractors (score: 0-6) are unhappy
NPS is very straightforward, and it allows you to benchmark your company’s results against others in your industry.
When Zooma and our friends use NPS we always use one additional questions where the respondent can motivate their rating.
Sometimes our friends ask for advice on how to get customers to fill out NPS- surveys. Consequently, I have compiled a presentation (pptx) with some of my advice about how you can increase your survey response rate. Feel free to download.