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How to refine your view on NPS and choose the Right Development Goals

What is NPS?

NPS, or Net Promoter Score, is one of the most commonly used customer feedback metrics. Measuring customers' willingness to recommend your company or service is strongly linked to customer satisfaction. Merely monitoring NPS typically is not enough. Changes over time and comparisons between different services or units can provide valuable insight into your operation. You can also collect open text feedback and analyze it through NLP to get more detailed view on what needs to be done.

Our customers conduct countless customer experience or customer satisfaction surveys every year. We rarely come across a survey that doesn't measure NPS. Even in employee satisfaction surveys, NPS is gaining popularity, known as Employee Net Promoter Score, or eNPS.

 

Picture. Example of NPS's change over time and breakdown by sub group in Zeffi survey tool.DBEBFA59-5CB7-4EC5-90EF-C27DA3CE39F6

How is NPS calculated?

How is NPS calculated? NPS is calculated using a simple formula. Respondents are asked to rate on a scale of 0 to 10 how likely they are to recommend the company. Those who give a score of 0 to 6 are considered detractors, those who give a score of 7 to 8 are considered passive, and those who give a score of 9 to 10 are considered promoters.

The NPS formula is as follows: 'percentage of promoters' MINUS 'percentage of detractors' = NPS. For example, if 1,000 people respond to a NPS survey, and 547 are promoters, 239 are passive, and 214 are detractors, the NPS would be calculated as 54.7% (the percentage of promoters) minus 21.4% (the percentage of detractors), for a score of 33. NPS is always reported as a whole number, without decimal points or percentage sign.

How can I easily get NPS scores for my organization?

At Zeffi, we have a simple way to do this. The NPS measurement described above can be done using a NPS survey template. Usually, you will want to include some information about your organization on the survey form, or you can import it together with respondents' contact details. Have a look at our sample NPS report (open report with email example (at) zef.fi). 

It is very straightforward to have an NPS measurement system up and running for your organization!

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