Very popular, the Net Promoter Score ® (also called NPS ®) is a tool that you use to measure customer loyalty and satisfaction. The advantage? If you calculate your business’ NPS ®, you can gain valuable insights into customers’ opinions and preferences. Which can help improve your products and services. In this article, we will provide a step-by-step guide to calculating NPS ®, along with some best practices for using NPS ® effectively.
What is Net Promoter Score ®
As we said, Net Promoter Score ® is a metric that measures satisfaction and more particularly, customer loyalty. You calculate NPS ® through a survey question that asks customers how likely they are to recommend a company or product to a friend or colleague, on a scale from 0 to 10. Respondents are then classified into three groups:
- Promoters: respondents who score 9 or 10 on the survey question.
- Passives: those who give 7 or 8.
- Detractors: people who score 0 to 6 on the question.
To calculate NPS ®, you need to subtract the percentage of Promoters from the percentage of Detractors. You then get a result which is a number between -100 and 100. This is your Net Promoter Score ®. Easy, right? But let’s look at it more deeply.
Step-by-step guide to calculate NPS ®
Calculate your NPS is not complicated. But it is better to do it properly. This will prevent you from making mistakes and from being unable to analyze your evolution correctly. All right, let’s go!
1. Create your survey
First, you need to create a survey that includes the NPS ® question. On a platform like Naxai, it is possible to use templates or to create your own survey. As a reminder, the question asks respondents, on a scale of 0 to 10, how likely they are to recommend your company or product to a friend or colleague.
2. Collect responses
That’s it, you have your survey. But now, you need to collect responses from your customers. You can do this by sending the survey through different channels. We always recommend varying the channels. Not based on trends or your desires, but rather on the needs and preferences of your customers. This will ensure a higher response rate and a higher quality of those responses.
3. Make your calculations
Once you have your responses, you need to get your final score. If you don’t use a platform to calculate your NPS ®, you need to determine it in 3 steps:
What is your percentage of Promoters?
To know how many promoters you have in percentage, count the number of respondents who gave you a score of 9 or 10. And divide this number by the total number of respondents. Finally, multiply the result by 100. You have your Promoters’ percentage.
What about Detractors?
Do the same thing with the Detractors. Take the number of people who gave you a score from 0 to 6. Divide it by the total number of respondents. Multiply the result by 100 and that’s your percentage of detractors.
Get your NPS ®
Once you have these two numbers, to calculate your NPS ®, subtract the percentage of Detractors from the percentage of Promoters. The result is your Net Promoter Score ®.
Free tips for good use of NPS ®
Whether you’re new to NPS ® or it’s been your long-time travel companion, it’s always useful to hear about good (and not so good) practices. To use them or to keep away from them. So, we’ve put together a short recap for you so that you don’t miss a thing. And may it be useful to you of course!
Common mistakes
- Not asking the NPS ® question correctly: just make sure that you ask the NPS ® question in the correct way. It will ensure that you get accurate results.
- Focusing too much on the score: remember that NPS ® is just one metric. It is essential to look at customer satisfaction and loyalty as a whole, including many factors.
- Ignoring Passives: even if Passives are not included when you calculate the NPS ®, they are still an important group to consider. Why? Because they can have an important impact on your business.
Best practices
- Use NPS ® as part of a feedback program: tob e efficient, NPS ® should be an element of a program focused on customer satisfaction, encompassing other metrics and other channels using customer feedback.
- Act on the results: make the most of feedback you receive from NPS ® surveys. It can help you make improvements to your products and services.
- Share the results: do not keep NPS ® results for you. Share them, speak about them with your employees and customers. You will show a real interest and commitment for your customer satisfaction and loyalty.
Conclusion
NPS ® is definitely a valuable tool for measuring customer satisfaction and loyalty. If you simply follow the steps outlined in this article, you can calculate your NPS ® and gain valuable insights into your customers’ opinions. Advantages are plenty for you, your business and your customers of course.
Want to use a survey platform to know and calculate your NPS ®? Book a demo with one of our experts! We will take care of it!
