HELP FILE

About NPS Reports

Net Promoter Score (NPS®) is a benchmarking technique to gauge customer loyalty and happiness.

What is NPS?

NPS is based on a single direct question:

How likely is it you would recommend us to a friend or colleague?

Respondents fall into three categories:
  • Promoters rate your company a 9 or 10. They will consistently recommend you when asked about it.
  • Passives rate your company a 7 or 8. They are considered to be fairly neutral and will not deter anyone from buying from you.
  • Detractors rate your company between 0 and 6. They will discourage others from buying from you.
Important: Follow two simple guidelines to achieve comparable results.
  • It is recommended that the survey consists of only the NPS question.
  • It is recommended that you do not alter the question.

How to evaluate the results?

The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and 100. The fewer the Detractors, the better your score is.

What are the applications of NPS?

The NPS methodology is useful in many situations. A few examples:
  • Evaluate customer loyalty to your brand or company
  • Determine the effectiveness of a piece of content
  • Measure the value of the customer relationship after costs
  • Guide your marketing automation and customer acquisition strategies