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The Easy Guide to Calculating Net Promoter Score

Net Promoter Score (NPS) is the golden key for businesses wanting to unlock the treasure trove of customer loyalty and satisfaction. This handy metric can beam out signals about the health of your customer relationships - like a lighthouse in the stormy sea of market competition.

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Written byKatherine Holland
Published onFebruary 22, 2024
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The Easy Guide to Calculating Net Promoter Score

Net Promoter Score (NPS) is the golden key for businesses wanting to unlock the treasure trove of customer loyalty and satisfaction. This handy metric can beam out signals about the health of your customer relationships - like a lighthouse in the stormy sea of market competition.

Now, you might be conjuring images of complex equations or needing a mathematician to crunch numbers. Fear not! Calculating NPS is as easy as pie – perhaps even easier if you're not into baking.

Here's the step-by-step recipe to whip up your own batch of Net Promoter Scores:

Step 1: Serve Up the One Big Question

Start with the all-important question you'll ask your customers: "On a scale from 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" This question is the cornerstone of the NPS and is designed to gauge their loyalty.

Step 2: Gather Your Ingredients (Survey Responses)

Once you've popped the question, it's time to collect the responses. Customers will rate their likelihood of recommending you on an 0-10 scale, with 0 being 'Not at all likely' and 10 being 'Extremely likely'.

Step 3: Sort the Responses into Three Baskets

Just like sorting laundry or separating eggs, we'll sort our respondents into three categories:

  1. Promoters (score 9-10): These folks are your cheering squad! They love what you're doing and are likely to be repeat customers, as well as enthusiastic referrers.
  2. Passives (score 7-8): These customers are satisfied but not singing your praises from the rooftops. They’re like satisfied diners who enjoyed their meal but wouldn’t necessarily recommend the restaurant to friends.
  3. Detractors (score 0-6): Imagine a diner who not only didn’t enjoy their meal but might also discourage others from eating there. These customers are less satisfied and could potentially damage your brand's reputation through negative word of mouth.

Step 4: Start the Calculations

Grab a calculator, or just fire up the calculator app on your smartphone. Here's what you need to do:

  • Count the number of respondents you have for each category. Let's say you have 100 responses: 70 Promoters, 20 Passives, and 10 Detractors.
  • Ignore the Passives. They’re like the neutral zone; neither helping nor hurting your score.
  • Calculate the percentage of Promoters and Detractors. If you have 70 Promoters out of 100 respondents, that's 70%. Similarly, 10 Detractors out of the same 100 give you 10%.
  • Subtract the percentage of Detractors from the percentage of Promoters. In our example, it’s 70% (Promoters) - 10% (Detractors) = 60%. And voilà, that's your Net Promoter Score!

Step 5: Reflect on Your Score

Net Promoter Scores can range from -100 (everyone is a Detractor) to +100 (everyone is a Promoter). A positive score means you have more Promoters than Detractors – a pat on the back for you! A score above 50 is considered excellent, and above 70 is exceptional – like a standing ovation from your customer base.

Step 6: Take Action and Grow

Suppose you're basking in the glow of a high NPS; great job! Make sure to maintain the excellent service or product quality that got you there. On the flip side, if you find yourself frowning at a low score, consider it a call to action. Reach out to your Detractors to understand their concerns and work on improvements to convert them into Promoters.

Put Your NPS to Work

Calculating your NPS can reveal a lot about your business, but the real magic happens when you use it as a tool to improve.

  1. Follow-up: When someone rates you a 9 or 10, ask them to share their experience with others. Meanwhile, reach out to those Detractors (0-6) to find out where you went wrong.
  2. Monitor Changes: Measure your NPS regularly to see how changes in your product or service affect customer perception.
  3. Empower Teams: Share the results with your teams to celebrate wins and strategize on improvements.

Calculating your Net Promoter Score is a breeze when you follow these steps. It's a straightforward process that offers profound insights into your business. Embrace it, and let it guide you to a deeper understanding of your customers. NPS isn't just a number; it's a beacon that helps you navigate towards greater customer satisfaction and business success. Keep it at the heart of your customer relationship strategies, and watch your promoters grow. Let the NPS be your guide, and you'll find your way to a thriving, customer-centric business.

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