How is Net Promoter Score reported?

The Net Promoter Score is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100. For instance, if you have 25\% Promoters, 55\% Passives and 20\% Detractors, the NPS will be +5.

What is a Net Promoter Score and how is it calculated?

Your Net Promoter Score is calculated by: Subtracting the percentage of detractors from the percentage of promoters. (The percentage of passives is not used in the formula.) For example, if 10\% of respondents are detractors, 20\% are passives and 70\% are promoters, your NPS score would be 70-10 = 60.

What is the Net Promoter Score range?

-100 to 100
The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

How do you ask the Net Promoter Score?

The Net Promoter Score question The Net Promoter Score methodology is based on asking customers a single question that predicts the likelihood of both repurchase and referral: “How likely is it that you would recommend this company to a friend or colleague?” Customers rate their answers on a scale from 0 to 10.

How do you find a company’s Net Promoter Score?

To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple. So, if 50\% of respondents were Promoters and 10\% were Detractors, your Net Promoter is a score of 40.

What does NPS 60 mean?

NPS Passives, those who answered 7 or 8, are not directly incorporated into the calculations, but they do impact the overall score. If you have 60 NPS Promoters and 40 NPS Detractors, then your NPS is 20. 60 out of 100 is 60 percent, and 40 out of 100 is 40 percent.

What does NPS 50 mean?

Given the NPS range of -100 to +100, a positive score or NPS above 0 is considered “good,” +50 is considered “excellent,” and above 70 is considered “world-class.” Based on global NPS standards, any score above 0 is “good.” This means the majority of your customer base is more loyal.

What is NPS and CSAT?

The primary difference between Customer Satisfaction (CSAT) vs Net Promoter Score (NPS) is that CSAT is usually used to measure short-term customer loyalty while NPS is used to evaluate long-term customer loyalty and happiness.