How to Score NPS (NPS) is a customer satisfaction metric that measures how likely customers are to recommend a company’s products or services to a friend or colleague. NPS is calculated by asking customers a single question: “How likely are you to recommend our product or service to a friend or colleague?” Customers are then scored on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
To score NPS, you need to subtract the percentage of detractors from the percentage of promoters. Detractors are customers who give a score of 6 or lower, while promoters are customers who give a score of 9 or 10.
For example, if you have 100 customers and 70 of them are promoters, 20 are passives, and 10 are detractors, your NPS score would be 60. This is because you would subtract the percentage of detractors (10%) from the percentage of promoters (70%).
NPS scores are interpreted as follows:
0-30: Poor
31-70: Good
71-100: Excellent
A higher NPS score indicates that you have more customers who are promoters and fewer customers who are detractors. This means that you have a strong customer base that is likely to recommend your products or services to others.
There are a number of ways to improve your NPS score. Some tips include:
Collect feedback from customers: The first step to improving your NPS score is to understand why customers are giving you the scores they are. You can do this by collecting feedback from customers through surveys, focus groups, and customer interviews.
Improve your product or service: Once you understand why customers are giving you the scores they are, you can start to make improvements to your product or service. This could involve adding new features, fixing bugs, or improving the customer experience.
Provide excellent customer service: Excellent customer service is essential for improving your NPS score. Make sure that your customer service team is responsive and helpful, and that they are able to resolve customer issues quickly and efficiently.
Personalize your interactions with customers: Customers appreciate it when businesses take the time to get to know them. Personalize your interactions with customers by using their name, remembering their preferences, and offering them relevant recommendations.
Close the loop with detractors: When you receive negative feedback from a customer, be sure to close the loop by responding to the feedback and taking action to address the customer’s concerns. This shows the customer that you value their feedback and that you are committed to improving their experience.
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