Net Promoter Score

What is a net promoter score? 

Net promoter score is a customer experience (CX) metric that measures how likely customers are to recommend your company, product, or service to others. NPS scores range from -100 to 100. Higher scores indicate strong customer loyalty and positive brand perception. 

To calculate your net promoter score, ask customers this NPS survey question: “On a scale from 0 to 10, how likely are you to recommend our brand to a friend or colleague?” 

Group respondents into three categories based on the ratings they give: Promoters (9 to 10) are loyalists who can help your brand. Passives (7 to 8) are neutral about your brand, while Detractors (0 to 6) could actually harm your brand because they’re unhappy with some part of their experience. Then, use the NPS formula “(Percentage of Promoters) – (Percentage of Detractors)” to get an overall score. Don’t include neutral Passives in your scoring. 

For example, if 60% of your respondents are Promoters and 10% are Detractors, your NPS score would be 50. 

Best practices for improving your net promoter score

To improve your net promoter score, analyze customer feedback and address identified weaknesses. For example, if customers complain about slow customer support, use technology to answer repeat questions and train service agents to triage problems quickly. 

NPS scores impact more than just customer support teams. The entire company should align on objectives that enhance the customer experience and improve your NPS score. 

For example, product teams design high-quality products that turn one-time buyers into loyal customers, marketing teams send targeted emails with personalized product recommendations, and customer success teams work with existing customers to help them make the most of their product.

Monitor your NPS score regularly to track improvements, and continue collecting customer feedback to gather ideas for creating exceptional customer experiences.