Nps – Net Promoter score

How Net promoter score (NPS) works

You have probably answered several surveys. Some very long others a little shorter. It is common for surveys to be designed for a specific purpose and as a respondent is prompted to think about different areas from a specific business. In the early 2000s, Fred Reichheld researched how surveys have the greatest effect. 

Which questions are important and which tend to become redundant?

The research showed that several issues thought to be important actually had no effect at all. It was observed that the question "Would you recommend the company/product to a friend or colleague" was directly linked to the companies' success. By asking this question, the companies directly gained an insight into how their customers experienced meetings with their business. The higher the score the customer gave, the more loyal he was too. A number of conclusions could be drawn from this question, which provided companies with valuable information about their customers' behaviors. 

 

There are several ways to scale the NPS responses but the most common is 1-10 where 1 is the lowest possible rating. The customers are then divided into 3 categories:

1-6 Negatives

Those customers who have a moderate to poor experience. These customers may come back but will not recommend you further, in some cases even speak badly about your business.


7-8 Satisfied customers

The customers who think you live up to expectations but no more. These customers will return but will not actively recommend you.

9-10 Ambassadors

The customers who are more than satisfied. These customers are your promoters. They come back to a greater extent than others and will actively recommend you to others.

The net promoter score then becomes the total score of the number of ambassadors in % - the number of negatives in %.

This constitutes a score between -100 and 100. 

The companies that have succeeded the best have an NPS of between 60-80.

Responsr is not just a tool to find out your net promoter score, but a whole system for working with your customer relations (net promoter system). Please read more about the net promoter system in the next post.

Please read more in the Book The Ultimate Question 2.0How Net Promoter Companies Thrive in a Customer-driven World

Picture of Joakim Freij

Joakim Freij

Feedback Simple and Professional

Book a meeting

Do you want to know more about Responsr?
Fill in your name and email address, I usually reply within a day. 

Other posts that may interest you

Common Challenges as told by Our Customers

“The annual employee survey is just a snapshot of a particular point in time - we need ongoing measurement”

“It’s really difficult to get the improvement work going after an annual survey, as a manager I need system support or HR assistance”

"Those of us who are working for HR don't have time to check up on action plans connected to the employee survey. Sometimes we haven't had time to do them at all"

“As a team leader I’d like to send my own pulse surveys and check up on team development"

"The Management demands that the HR Deparment turns opinions into behavioural changes, which can then be viewed as measurable business goals"

nps-nki-cx-feedback-pulse-examination-customer-service-benchmark

“My employees find e-mail surveys boring, I want to show them something new”

"Old-fashioned employee surveys create a victim mentality, like it's always somebody else's fault"

We use cookies to give you the best experience on our website. Read more about cookies and GDPR