Net Promoter Score (NPS®) is a way to measure how likely your user-base is to recommend your business to other people, be it friend, family or colleagues.
The way NPS® works is you first ask a question like "How likely is that you would recommend us to a friend or colleague?" and then the user picks a rating between 0 and 10, 0 being highly unlikely and 10 being highly likely.
Users are then split into three different groups:
- Promoters (score 9-10) are "loyal enthusiasts who will keep buying and refer others, fueling growth".
- Passives (score 7-8) are "satisfied but unenthusiastic customers who are vulnerable to competitive offerings".
- Detractors (score 0-6) are "unhappy customers who can damage your brand and impede growth through negative word-of-mouth".
The Net Promoter Score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving you a number between -100 and 100.
Promoters% - Detractors% = NPS®
If you wish to read more about NPS®, you can do so here.
Setting up a NPS® Feedback step
When making a feedback campaign, you can add an NPS® step to your campaign like this:
- Create or Edit a feedback campaign.
- Add or Select a question under the "Steps" section of the feedback campaign editor.
- Select the "Net Promoter Score®" step type. The default fields will now display the classic NPS® question and ratings explained above.(optional) You can choose to edit the question or the labels for the lowest and highest score.
- Save your feedback campaign.
You can read more about creating a full feedback campaign here.
The NPS® Report
The NPS® report is very similar to the regular feedback campaign report. You have the campaign statistics and the recent responses list just like the rest of the steps.
The interesting part of the NPS® report is the calculation graphic.
Here, you can see a breakdown of the different user groups.
- Promoters - displayed in green.
- Passives - displayed in yellow.
- Detractors - displayed in red.
And of course you can see your NPS® rating, calculated using the displayed percentages of the different user groups. If you hover your mouse over the three different user groups, you will see a tooltip displaying how many votes each score in the group has received.