What is Net Promoter Score (NPS)?

NPS measures a consumers willingness to recommend a brand based on his/her experience with the brand. It ranges from -100 to 100 - higher the score better the chance of a referral. There are multiple means to capture it -a simpler design is likely to capture more feedback. It is considered a proxy to measure customer satisfaction.

NPS (Net Promoter Score) is a digital expression of customer loyalty. It determines the degree of customer attachment to your company: how willing they are to continue purchasing your goods and services and advising them to their friends.

NPS Calculation Formula

NPS = % of Promoters – % of Detractors

The result will be in the range between -100 and 100. The larger the number, the better. To easily interpret whether your NPS is good or bad, note the following values:

  • More than 50 is a great result, your customers love you. Try to preserve and increase their love.

  • From 30 to 50 is good, but not ideal. You have something to strive for and great results are not far away, don’t slow down.

  • Less than 30 — customer loyalty is poor. Identify the reasons for these results and improve them.

  • Less than 0 — alarm signal, you should take urgent actions to resolve the situation.