Net Promoter Score (NPS)

Net Promoter Score (NPS)

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What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction by measuring how likely customers are to recommend a company’s products or services to others. It is calculated based on responses to a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” Respondents are categorized as Promoters (9-10 score), Passives (7-8 score), and Detractors (0-6 score). The NPS is then calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Why is Net Promoter Score important?

NPS is important because it serves as a strong indicator of customer loyalty and product/service satisfaction. It is often correlated with revenue growth and long-term success, as Promoters tend to purchase more, remain customers for longer, and generate positive word-of-mouth. Monitoring NPS helps companies understand the effectiveness of their customer relationship management and identify areas for improvement in their customer service, product offerings, or overall customer experience.

Which factors impact Net Promoter Score?

Several factors can impact NPS, including:

  • Customer Service: Quality, efficiency, and friendliness of service can significantly influence customer loyalty.
  • Product Quality and Reliability: How well products or services meet customer expectations.
  • Brand Reputation: Public perception and previous experiences with the brand.
  • Price Perception: How customers perceive the value they get for the price they pay.
  • Customer Experience: Overall satisfaction with their purchasing journey, including ease of use, personalization, and emotional connection.

How can Net Promoter Score be improved?

Improving NPS involves enhancing customer satisfaction and loyalty:

  • Enhancing Customer Service: Providing exceptional, responsive, and empathetic service to exceed customer expectations.
  • Improving Product Quality: Ensuring products or services are reliable, useful, and meet advertised promises.
  • Building Strong Relationships: Engaging with customers regularly and building a community around the brand.
  • Gathering and Acting on Feedback: Regularly collecting customer feedback and making visible changes in response.
  • Personalization: Tailoring interactions and offerings to fit individual customer needs and preferences.

What is Net Promoter Score's relationship with other metrics?

NPS is related to various other business metrics:

  • Customer Satisfaction (CSAT): While CSAT measures immediate satisfaction, NPS assesses long-term loyalty and the likelihood of recommending a brand.
  • Customer Retention Rate: Higher NPS usually indicates higher retention, as satisfied customers tend to stay longer with the brand.
  • Revenue Growth: Companies with high NPS often experience better organic growth through repeat business and referrals.

Example

A company might conduct a survey asking their 1,000 recent customers the likelihood of recommending their service. Results might show 700 Promoters, 200 Passives, and 100 Detractors. The NPS would be calculated as [(700-100)/1000]*100 = 60%. An NPS of 60 is considered very good and indicates that the majority of customers are loyal to the brand and likely to engage in positive word-of-mouth, contributing to the company’s growth and stability.

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