NPS
NPS (Net Promoter Score) is a quick way to see how customers feel about a retailer without making them fill out a boring survey. They are given the question "How likely would you be to recommend this retailer to your friends?" and then choose an answer from 1 - 10.
That answer places them in one of these groups:
Score | Description |
|---|---|
9-10 | Promoters - Loyal and enthusiastic customers who will keep buying, refer others and fuel growth. |
7-8 | Passives - Satisfied but unenthusiastic customers who might be tempted by other brands. |
1-6 | Detractors - Unhappy customers who can damage your brand through negative word-of-mouth. |
Important
The total NPS for a retailer is defined at the percentage of promoters minus the percentage of detractors.
Using the data for all the customers who have replied, the following is done to find the NPS.
Let's say the total amount of replies received is 40. Those scores are divided as follows:
Promoters: 18/40 (45%)
Passives: 14/40 (35%)
Detractors: 8/40 (20%)
This means the NPS for this retailer = 45 - 20 = 25.