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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

Calculating Net Promoter Score (NPS) – Doing it the right way

Calculating Net Promoter Score (NPS) – Doing it the right way

Various industries calculate the Net Promoter Score with a standard formula i.e. Number of Promoters — Number of Detractors) / (Number of Respondents) x 100. But what can be considered as an ideal net promoter score differs for all the sectors.  Here is a representation of average Net Promoter Score by sectors - How different industries calculate NPS An average Net Promoter Score may differ for various industries. What is acclaimed as a good Net Promoter Score can be considered as a bad Net Promoter Score for another industry. So, while dismissing your NPS as a good/bad score make sure you have compared it to other competitors within your industry. There are a lot of industries using the Net Promoter Score currently and thus what can be considered as an “ideal” score wildly depends on the industry type and products or services provided by your company. For example, (refer to the image above) Net Promoter Score for Health Insurance companies range from -2-35, with an average of around 10 whereas Net Promoter Score for Hotels, on the other hand, range from -20 to 62 approx, with a rough average of 30-32. Such diverse are the average Net Promoter Score for the different industry so the personal qualifying scores for good or bad NPS would have to be set by the different industries themselves based on their industry type and the ongoing industry trend. So, while an NPS as close as 100 is considered best but you may only concentrate on making your NPS to be the highest in…read more
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