Discover how the Net Promoter Score can help you track customer loyalty and satisfaction to drive your business growth.
The Net Promoter Score (NPS) is a powerful metric used to assess customer loyalty and satisfaction. It is derived from the question: “On a scale of 0 to 10, how likely are you to recommend this product or service to a friend or colleague?” This score provides valuable insights into your customers experiences and helps you improve your services, customer support, and overall customer journey.
Get started with NPS-Hero’s free trial and create an NPS survey on your website. Discover how likely your customers are to recommend you, and take actionable steps to enhance their experience – and your business results.
Register nowUnderstanding your NPS can be a game-changer for your business. A high NPS indicates strong customer loyalty and a likelihood of word-of-mouth referrals. By focusing on improving your NPS, you can:
The NPS is calculated by subtracting the percentage of customers who are detractors (score 0-6) from the percentage of customers who are promoters (score 9-10). This provides a single metric that represents the overall customer sentiment towards your brand.
Promoters (score 9-10) are your most loyal and enthusiastic customers. They are likely to act as brand ambassadors, referring others to your business and contributing positively to your growth.
Detractors (score 0-6) are unhappy customers who may not return and could potentially harm your brand through negative word-of-mouth.
Passives (score 7-8) are satisfied but unenthusiastic customers. They are vulnerable to competitive offers and may not actively promote your brand, but they are close to becoming promoters.
The NPS can range from -100 to +100. A positive score indicates more promoters than detractors, while a negative score suggests the opposite. The industry average varies, so knowing your sectors benchmark can help you understand your performance relative to competitors.
Top-performing companies often have NPS scores above 70. For instance, in 2018, companies like Netflix had an NPS of 64, while PayPal scored 63. These high scores reflect a strong commitment to customer satisfaction and loyalty.
A positive NPS is generally considered good, as it indicates more promoters than detractors. An excellent NPS of 70 or higher is achievable even for smaller businesses that prioritize customer satisfaction and listen to customer feedback actively.
A score above 0 is considered good, as it shows you have more promoters than detractors. A negative score requires immediate attention to address the issues causing dissatisfaction among your customers.
Use website pop-up surveys to collect feedback while your customers are still on your site. This is particularly effective on key pages like the thank-you page after a purchase or as an exit survey when a visitor is about to leave your site.
Email surveys can be sent after a customer has interacted with your business. This method allows customers time to evaluate their experience before providing feedback, which can lead to more thoughtful responses.
The true value of NPS lies in the insights gained from follow-up questions. Understanding why customers gave a particular score and what you can do to improve is crucial for making customer-focused improvements and driving growth.
Implement a strategy to respond to customer feedback promptly. Whether it´s addressing concerns raised by detractors or engaging with promoters to understand what they love about your brand, closing the feedback loop is essential for continuous improvement.
A leading online retailer used NPS to identify key drivers of customer satisfaction. By focusing on these areas, they were able to increase their NPS by 20 points within a year, resulting in higher customer retention and more referrals.
A software company leveraged NPS feedback to streamline their customer support processes. As a result, their NPS improved from 45 to 70, showcasing the impact of actively listening to and addressing customer concerns.
Ready to elevate your customer experience? Start measuring your NPS with NPS-Hero today and uncover the insights that will propel your business forward.