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Get the number of promoters, passives, and detractors.
Collect the total number of responses you have received.
Compute the percentage of promoters and detractors with respect to this total.
Compute your NPS by subtracting the percentage of detractors from promoters.
The net promoter score varies from -100 to +100. A positive score for your NPS is always a good sign.
When you are analyzing your NPS using the absolute method, any score above 0 is deemed a great score. A positive score means that your customers are willing to stick to your brand and recommend it whole-heartedly. Here, you can set the score as the threshold from which it must be improved in the future.
In this method, your NPS is benchmarked with the industry value to understand where you stand compared to your competitors. It is always a good practice to benchmark your NPS to self-evaluate and identify your biggest competitors.
Like we discussed in the previous section, analyze your NPS using absolute or relative methods. Always make efforts to improve your score over time and keep a tab on the industry trends and competitor scores, as well.
Segment your net promoter score based on various filters, like the location, and identify the trends. Also, monitor how the score has varied with time- over the week, month, and year.
Promote your promoters, pacify the passives, and delight your detractors. Learn from the insights. Reach out to your customers and close the feedback loop.
Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.