Net Promoter Score (NPS)

Net Promoter Score (NPS)®

A Net Promoter Score (NPS) is a measure of loyalty. It is commonly used by businesses to measure customer satisfaction. A NPS can be collected for other types of relationships as well, such as those with employees and vendors.

The score is calculated based on a single question with a response in the range of 0-10.

How likely is it that you would recommend our Company/Product/Service to a friend or colleague?

0 – 1 – 2 – 3 – 4 – 5 – 6 – 7 – 8 – 9 – 10

Those who respond with a 9 or 10 are considered to be Promoters and are indicative of someone who is likely to be supportive of your business. Any response below a 7 indicates a Detractor or someone who may be harmful to your reputation. Responses of 7 or 8 are considered Passives, neither helping nor hurting your business.

NPS Monitoring

The Net Promotor Score is calculated by subtracting the percentage of Detractors from the percentage of Promotors. The resulting score is a number between -100 (all Detractors) and +100 (all Promoters). A positive number is considered good and a number of 50 or more excellent.

The Surmetric platform collects responses and provides detailed reports including graphs that show how your NPS changes over time.

API Integration

Our standard NPS survey includes a second open-ended question designed to help you understand the reasons behind the response.

What can we do to improve?

The Surmetric will provide you with tools that allow you to quickly tag the responses to this question with themes specific to your business. These can be themes like “Customer Service”, “Price”, “Quality”, etc…. As your NPS fluctuates over time, and it will, you can correlate those changes with changes in the themes of your responses. These correlations can give you actionable insight that can help you proactively address problems to reduce Detractors, convert Passives to Promoters and identify new opportunities to grow your business.

® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

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