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.
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:
Embed a snippet of code into your app or website
Tell us how many users we should survey per week
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?