Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others on a scale of 0-10—but there’s a lot more to the story than that.Feb 2, 2022

What is NPS methodology?

Net Promoter Score (NPS®) is a proven methodology for measuring customer loyalty through first-hand feedback. Net Promoter Score is a popular customer experience metric because it is simple, effective, and correlated to revenue growth.

How is NPS score calculated?

Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience.

What is NPS and how is it calculated?

The standard NPS formula is to subtract the percentage of promoters by the percentage of detractors. So, to calculate NPS, first ask the standard NPS question “How likely are you to recommend us on a scale from 0 to 10?” If 80% of respondents are promoters and 10% are detractors, then you have an NPS of 70.

What is a good NPS score?

Technically, any score above zero can be considered a “good” score, since that implies that you have more promoters than detractors. 50 and above is excellent, and 70 and above is the best of the best, although achieving either of these is both outstanding and rare.

How do you calculate NPS on a 5 point scale?

The Net Promoter Score is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100. For instance, if you have 25% Promoters, 55% Passives and 20% Detractors, the NPS will be +5.

How do you calculate a score?


You take the number of correct answers the number of questions that the person got right and you divide it by the total number of questions that were on the test.

What is a good sample size for NPS?

It’s usually better to invite too few people than too many at first. You can always invite more customers in subsequent surveys. So, assuming a 15% survey response rate and using the invitation equation in the “Numbers, numbers, numbers” section, we see that you should send your NPS survey to 1,700 customers.

Why is NPS so important?

Net promoter score helps businesses gauge the quality of their customer service, particularly in relation to their competitors. Organisations can use their net promoter score to address any problems areas, improve the experience of their customers, monitor loyalty trends, and grow revenue through referrals and upsells.

What is Amazon’s NPS score?

When it comes to customer loyalty, Amazon achieves an NPS of 73. Based on the global NPS standards any score above 0 would be considered “good”, with 50 and above classified as excellent, and 70 or higher as world class.

What is Starbucks NPS score?

Starbucks’ NPS is a decent 77; Amazon’s NPS is a pretty high one at 62; Airbnb’s NPS is quite strong at 74; Tesla’s NPS is an astounding 96.

What is Netflix NPS score?

Netflix’s Net Promoter Score (NPS) is a 52 with 64% Promoters, 24% Passives, and 12% Detractors. Net Promoter Score tracks whether Netflix’s customers would recommend using the product based on a scale of -100 to 100.

What is Facebook NPS score?

Consumer Brands / Internet companies with similar Net Promoter Score

Company Score
Facebook 21
Yahoo! 9
Google 11
Amazon 25

Does Google use NPS?

Google’s Net Promoter Score (NPS) is a 49 with 66% Promoters, 17% Passives, and 17% Detractors. Net Promoter Score tracks whether Google’s customers would recommend using the product based on a scale of -100 to 100.

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