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The Net Promoter Score is customer feedback metric ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is the most popular score to measure customer loyalty and is often regarded as ‘The Ultimate Question’.
The Net Promoter Score System is a single question ‘How likely are you to recommend our products/services to your friends and colleagues?’ Customers are to rate this NPS question on a 11-point scale, from 0-10. Based on their rating on the NPS question, the customers are classified in 3 categories: Detractors, Passives and Promoters.
Detractors are those that gave a low score between 0-6. They are definitely not happy with the product and services and are very unlikely to purchase again from the company. They are in fact likely to damage the reputation of the company through bad reviews and word of mouth.
Passives are those who gave a score of 7 or 8 on the NPS question. They are somewhat satisfied with the business but are likely to switch if another brand or company if an opportunity arises. They don’t hold any loyalty but at the same time they are not likely to bad-mouth the brand.
Promoters are those who answered 9 or 10 on the NPS question. They love the offerings of the company, products and services. They’re extremely likely to be repeat customers and buyers, and will also promote the brand whenever they get a chance to other potential buyers.
The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. The result that comes ranges between -100 and 100 and is called the Net Promoter Score.
Try the free Online Net Promoter Score CalculatorUse NPS Survey Software to engage with customers and measure their likelihood to recommend you at every touchpoint. With Zonka Feedback’s NPS Survey Software you can get an easy-to-implement and powerful platform to capture Net Promoter Score from your customers and improve their loyalty over time. “ to “With Zonka Feedback’s NPS Survey Software you can engage with customers and measure their likelihood to recommend you at every touchpoint.
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Zonka Feedback is an omnichannel survey app enabling you to use CX metrics like Net Promoter Score (NPS Surveys), CES & CSAT to gather actionable feedback.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
Customer Feedback and Employee Feedback Survey App. Create and customize stunning surveys and feedback forms and take feedback on multiple channels - Kiosks, iPads, Android Tablets, Smartphones, Emails, SMS, Website, QR Code and more. Get real-time reports, insightful analytics, instant feedback alerts and take action to close the feedback loop.
Measure Customer Satisfaction Metrics like Net Promoter Score, Customer Effort Score & Customer Satisfaction Score with Zonka Feedback.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
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