Net Promoter Score (NPS)
Usually, you also ask why the respective value was selected. The good thing about this is that the question is not just aimed at a feeling (“How did you like our product?”), but at a behavioral intention. For many people, this question is much easier to answer. The NPS is also so popular because the answer is usually more accurate and honest than a greece rcs data pure feeling query. After all, by recommending a bad product to a friend, the buyer would be putting their own reputation at risk - and who wants that? In addition, asking “why” helps you better understand why the respective customer feedback was positive or negative.
An NPS questionnaire created with SeaTable. Just try out our NPS template .
Calculating the NPS (Net Promoter Score)
The subsequent calculation of the Net Promoter Score is simple. The responding customers are first divided into two categories: the promoters , sometimes also called fans, and the detractors, often also called critics. Promoters are those who answered with 10 or 9, and critics are those who answered with 0 to 6. People with a 7 or 8 are called passive.
Now you take the percentage of promoters and subtract the percentage of detractors. The result is your NPS as a value between -100 and 100. A positive NPS value shows that you have more satisfied customers than dissatisfied customers. Of course, what a good NPS value is for your company depends on your industry, but usually an NPS value of 30 or better is considered very good.