Net Promoter Score: What is it and how to calculate it?
Posted: Tue Jan 07, 2025 5:51 am
If you have ever conducted online surveys to measure customer satisfaction in the company you work for, or even for your own business, it is very likely that you have heard about the Net Promoter Score (NPS), and if you have not, it is absolutely necessary that you start using this powerful tool.
The only problem is that it is not used correctly, mainly when interpreting the NPS , which is where the big difference between this and any other question lies.
That's why we've created this article, so you can learn what Net Promoter Score is, how to calculate it, and discover why it's important for the success of your business. Let's get started!
Article content
What is Net Promoter Score?
Background of the Net Promoter Score
Features of the Net Promoter Score
Advantages of the Net Promoter Score
Importance of using NPS (Net Promoter Score)
Why use Net Promoter Score?
How to calculate your Net Promoter Score
Example of a Net Promoter Score question
Why you should do a Net Promoter Score survey with QuestionPro?
What is Net Promoter Score?
The Net Promoter Score or NPS is a tool that helps you measure customer satisfaction with a single question, giving you an indicator of the growth of your company or product. The NPS evaluates the degree to which a nigeria phone number recommends a certain company , product or service to friends, family or colleagues. The idea is very simple: if you like using a product or doing business with a particular company, you are willing to share that experience with others.
Background of the Net Promoter Score
This is a metric created in 1993 by Fred Reichheld and, like all good discoveries, it happened thanks to his dedication to research. 10 years later it became popular thanks to Bain and Company and Satmetrix who used it as a way to predict people's behavior when they make purchases and recommendations.
The difference between NPS and other metrics is that it does not measure customer satisfaction as a single, isolated event. Its real function is to evaluate the overall satisfaction of customers and/or users towards your brand and find out if they would recommend it to their friends or family.
Learn more about what NPS is and how it helps your business.
Features of the Net Promoter Score
Unlike other metrics like customer satisfaction score ( CSAT ), NPS goes beyond customer satisfaction because it is designed to determine whether a customer appreciates a brand enough to recommend it to others. In other words, the customer is not simply “satisfied” with the company – by talking about the brand, it becomes a marketing vehicle that promotes the company’s services and products. Learn the difference between NPS and CSAT .
A Net Promoter Score study has the characteristic of achieving business growth, this is reflected by increasing their income when they improve the NPS indicator .
NPS can be reported immediately after a purchase, but by subjecting a representative portion of your customers to periodic questionnaires, you can check whether the measures (communication, marketing, management, etc.) they have taken to improve have worked and to what extent.
The only problem is that it is not used correctly, mainly when interpreting the NPS , which is where the big difference between this and any other question lies.
That's why we've created this article, so you can learn what Net Promoter Score is, how to calculate it, and discover why it's important for the success of your business. Let's get started!
Article content
What is Net Promoter Score?
Background of the Net Promoter Score
Features of the Net Promoter Score
Advantages of the Net Promoter Score
Importance of using NPS (Net Promoter Score)
Why use Net Promoter Score?
How to calculate your Net Promoter Score
Example of a Net Promoter Score question
Why you should do a Net Promoter Score survey with QuestionPro?
What is Net Promoter Score?
The Net Promoter Score or NPS is a tool that helps you measure customer satisfaction with a single question, giving you an indicator of the growth of your company or product. The NPS evaluates the degree to which a nigeria phone number recommends a certain company , product or service to friends, family or colleagues. The idea is very simple: if you like using a product or doing business with a particular company, you are willing to share that experience with others.
Background of the Net Promoter Score
This is a metric created in 1993 by Fred Reichheld and, like all good discoveries, it happened thanks to his dedication to research. 10 years later it became popular thanks to Bain and Company and Satmetrix who used it as a way to predict people's behavior when they make purchases and recommendations.
The difference between NPS and other metrics is that it does not measure customer satisfaction as a single, isolated event. Its real function is to evaluate the overall satisfaction of customers and/or users towards your brand and find out if they would recommend it to their friends or family.
Learn more about what NPS is and how it helps your business.
Features of the Net Promoter Score
Unlike other metrics like customer satisfaction score ( CSAT ), NPS goes beyond customer satisfaction because it is designed to determine whether a customer appreciates a brand enough to recommend it to others. In other words, the customer is not simply “satisfied” with the company – by talking about the brand, it becomes a marketing vehicle that promotes the company’s services and products. Learn the difference between NPS and CSAT .
A Net Promoter Score study has the characteristic of achieving business growth, this is reflected by increasing their income when they improve the NPS indicator .
NPS can be reported immediately after a purchase, but by subjecting a representative portion of your customers to periodic questionnaires, you can check whether the measures (communication, marketing, management, etc.) they have taken to improve have worked and to what extent.