Net Promoter Score (NPS) survey consists of a single question that measures the likelihood of your customers referring your business to their others. It is an indicator of customer experience , customer satisfaction , and brand loyalty. The responses to the NPS survey are used to generate a score ranging from -100 to 100. NPS score is used to classify customers and help businesses improve their experience.
Typical NPS surveys consist of just one question.
Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?
The answer options are arranged horizontally on a scale of 0-10.
Based on the score, the customers fall into one of the 3 categories.
You can calculate NPS by subtracting the percentage of detractors from the percentage of promoters.
To calculate the number of promoters, subtract the count of passives and detractors from the total respondents.
Explore: What is a good Net Promoter Score?
Consider a coffeehouse that wants to calculate the Net Promoter Score of its store. The results will give them insights into customer experience and how likely their customers are to refer their store to others.
Assuming they asked NPS questions to their 100 customers, 40 rated their products and services 9, 20 rated 10, 20 rated 7, 10 rated 8, and 10 customers rated 6 or below.
So, the categorization of the customers is as below.
Promoters = 40 + 20 (Rating 9 and above)
Passives = 20 + 20 (Rating 7-8)
Detractors = 10 (Rating 6 and below)
The coffeehouse company can use connect with the passives and detractors to learn more about their concerns. They can work on the improvement areas and make sure their customers have a great experience. Customer feedback will help them prioritize resources and gain insights into what matters most to them.
Let's say the passive and detractors customers feel that the store needs to have better lighting and chairs. Thus, these data points are driving the NPS score.
A key driver analysis will help the coffeehouse understand their target audience better and what approach they should take for different segments of customers.
Depending on the depth of insights to be collected, NPS questions are categorized into 2 types.
In addition to calculating an overall NPS for your organization, you can use an NPS question to get ratings for products or services, website, store, or customer support.
While NPS surveys are typically conducted for customers, you can use the NPS question survey for employees. The resultant score is known as employee NPS (eNPS). eNPS measures the likelihood of your employees referring your workplace to their friends. It is an indicator of employee health and feedback on the overall work environment.
One of the critical goals of NPS measurement is to measure how it varies over time. It requires a graphical analysis of the data collected using the NPS survey, with time as a variable.
QuestionPro NPS survey dashboard offers detailed NPS Value charts and graphs. It also shows comparative NPS scores and benchmarks based on geographical regions, products, and services.Net Promoter Score (NPS) Survey Meter
QuestionPro Net Promoter Score (NPS) Meter offers a visual representation of the number of promoters, passives, and detractors in real-time. You can also export results in .xls format, apply data filters, and share the NPS report.
Heatmap will give you a system generated comparative NPS scores of various touchpoints under consideration.
Priority Matrix for Net Promoter Score (NPS) survey will give you insights on the NPS Driver score. High Driver score and Low NPS score represent high priority action items. High Driver score and High NPS score indicate that the touchpoint is stable and driving the business smoothly.
QuestionPro NPS Survey Promoter Amplification is an automated mechanism built within the QuestionPro platform. Based on the score, if a respondent is as a 'Promoter', then a new link prompts them to share their feedback on social media channels.
QuestionPro NPS Survey Detractor Recovery is a mechanism that allows companies to take automated actions on negative feedback. It can be customized to send instant emails to detracting customers. You can also raise tickets automatically and alert the customer care team in real-time. It enables businesses to connect with the customers quickly, resolve pain points, and close the feedback loop.
Learn how to set up and use this feature with our help file on Net Promoter Score question type.