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Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience.
The Four Key Steps to Effective Implementation of NPS:Step 1: Identify your customer contact points. ... Step 2: Develop your NPS system. ... Step 3: Understand the drivers of customer loyalty. ... Step 4: Create a closed loop system.
Add up the total responses from each group. To get the percentage, take the group total and divide it by the total number of survey responses. Now, subtract the percentage total of Detractors from the percentage total of Promotersthis is your NPS score.
Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers. Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
Customers that give you a 6 or below are Detractors, a score of 7 or 8 are called Passives, and a 9 or 10 are Promoters. To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters.
Any positive NPS rating means that you have more advocates promoters willing to recommend you than critics detractors. A score of -100 means that every one of your customers is a detractor. On the other end of the spectrum, 100 means that everybody is a promoter. Good NPS score ranges depend on a few factors.
The Net Promoter Score NPS is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. ... At one end of the spectrum, if when surveyed, all of the customers gave a score lower or equal to 6, this would lead to an NPS of -100.
A score between 0 and 30 is a good range to be in, however, there is still room for progress. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones.
Any positive NPS rating means that you have more advocates promoters willing to recommend you than critics detractors. A score of -100 means that every one of your customers is a detractor. On the other end of the spectrum, 100 means that everybody is a promoter.
6 Best Practices to Analyze Open-Ended NPS ResponsesCategorize Open-Ended Responses. ... Analyze NPS Based on Demographic Data. ... Identifying Root Causes. ... Use NPS Results to Detect Trends and Measure Changes Over Time. ... Share NPS Results with In-House Teams. ... Using AI to Automatically Analyze NPS Responses.
Based on the number that a respondent gives, they are placed into one of the following 3 categories:Promoters: these are the people who have responded with a 9-10 score. ... Passives: these are the people who have responded with a 7-8 score. ... Detractors: these are the people who have responded with a 0-6 score.More items...
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