NPS is a metric used to gauge customer feedback and satisfaction. It measures how likely customers are to recommend a company's product or service to others. The score is determined through a survey where customers rate their likelihood of recommendation on a scale from 0 to 10.
For example, after a customer interacts with your support team or completes a purchase, they receive an NPS survey asking, "On a scale from 0 to 10, how likely are you to recommend our product/service to a friend or colleague?"
Key Features
Single Survey Question:
NPS is typically measured through a single survey question asking customers to rate their likelihood of recommending the product or service on a scale from 0 to 10.
Simple Calculation:
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This straightforward formula makes it easy to calculate and understand.
Customer Segmentation:
NPS categorizes respondents into three groups:
Promoters (9-10): Highly satisfied customers who are likely to recommend the product or service.
Passives (7-8): Satisfied but not enthusiastic customers who are neutral.
Detractors (0-6): Dissatisfied customers who may discourage others.
Insightful Feedback:
NPS surveys often include a follow-up question for additional feedback, providing valuable insights into the reasons behind customers’ ratings.
Flexible Input Methods:
NPS surveys support both text and range input options.
Text: Allows respondents to provide textual input for their rating.
Range: Allows respondents to select a numerical rating.