The Net Promoter Score: Measure your Customer Loyalty

How likely are your users to recommend your product?

WHAT IS THE NET PROMOTER SCORE? 

Fred Reicheld, Bain & Company and Satmetrix created the Net Promoter Score (NPS) all the way back in 2003. NPS is a tried and tested customer satisfaction benchmark that measures how likely your customers are to recommend your business to a friend.

Don’t confuse NPS with other benchmarks (like CSAT or CES)! NPS differs as it measures a customer's overall sentiment about a brand, versus their perception based on a one-time interaction or purchase.

WHAT QUESTION DOES AN NPS SURVEY ASK?

One simple question with a whole lot of great customer data behind it. 

"How likely are you to recommend (YOUR PRODUCT) to someone?"

The answer is a choice of numbers from 0 to 10, with 0 being “not likely” and 10 being “very likely”. Respondents are grouped as such - 

  • Promoters (score 9-10) - loyal enthusiasts.
  • Passives (score 7-8) - satisfied but unenthusiastic customers.
  • Detractors (score 0-6) - unhappy customers.

The NPS is fantastic for measuring your customer loyalty. You can engage your detractors and reward your loyalists to move up the scale over time.

WHAT YOUR NPS MEANS.

To calculate your Net Promoter Score, we’ll subtract the percentage of Detractors (customers who wouldn't recommend you) from the percentage of Promoters (customers who would recommend you). Your score will range from -100 to 100.

For example: if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, your NPS score would be 70-10 = 60.

It might seem obvious but the key to achieving a high NPS is having a larger number of promoters than detractors — a lot more. So collecting a statistically significant number of respondents is recommended. Hint: this is all automated in Quix!

WHY USE QUIX TO CALCULATE YOUR NET PROMOTER SCORE? 

Let us help guide your product decisions based on statistically valid data, rather than gut feeling. We take the effort out of collecting and calculating your NPS from your users. All you have to do is: 

  1. Embed a snippet of code into your app or website
  2. Tell us how many users we should survey per week
  3. Sit back while we compile the results. 

We’ll provide your summarised NPS results once the survey has enough data, so you can put your energy into your engagement and loyalty plans.

Are your customers likely to recommend your product?

Keep the conversation going

Did you know that more than 80% of happy customers are willing to provide a recommendation? Quix not only to gathers juicy data from users, but helps you to continue precious engagement. 

Ask users to perform an action based on their net promoter results, or to request a product review or just answer a results based follow-up question. 

"Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer"

Temkin Group

Leading customer experience research and consulting firm.

USER MEASUREMENT DOESN’T STOP WITH AN NPS SURVEY

Quix is a suite of tests and tools to help your product team deliver better products to customers. 

Customer Satisfaction Survey

Find out, simply and easily, how much your customers are satisfied with your product

Product Market Fit

Sean Ellis' simple one question survey to find out how well you're solving your customers' problems

NPS

Use Net Promoter Score to find out whether you customers love your product, or just tolerate it

SUS Test

Use System Usability Score to find out how easy to use and understand your product is

Encourage Promoters

Engage with customers that signal a love or your product by getting them to share or review your app

Engage Detractors

Automatically start a conversation with customers that have expressed dissatisfaction with your product

Ready to give Quix a try?

Don't pay thousands of dollars a year for customer surveys. Our premium plans start from $49, or use it free for up to 1000 responses a month.