Getting started with NPS

Customer opinion is important.

We all know that.

The struggle is gauging customer opinion in a consistent, measurable, and comparable way. That’s where NPS or Net Promoter Score comes in. NPS is a straightforward way of measuring customer opinion on your business (or one area of your business.) The NPS system works like this.

The Three Steps

Step one

First you ask one question.

“On a scale from 0-10 how likely are you to recommend this company (or product) to a friend or colleague.”

Step two

Then based on their response you divide the respondents in to three categories: Promoters, Passives and Detractors.

Finally we take the percentage of promoters, and take away the percentage of detractors (passives are left out).

%Promoters - %Detractors = NPS

Step Three

You can calculate your NPS score with just a handful of customers. However it will be more accurate and reliable with more data. This score can give you a good idea of how customers view your business or brand. It can also be compared with other companies and industry leaders.

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