{"id":1514,"date":"2018-07-23T13:10:52","date_gmt":"2018-07-23T13:10:52","guid":{"rendered":"https:\/\/www.nvecta.com\/blog\/?p=1514"},"modified":"2022-06-25T09:06:58","modified_gmt":"2022-06-25T09:06:58","slug":"net-promoter-scale-a-basic-guide","status":"publish","type":"post","link":"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/","title":{"rendered":"Net Promoter Scale: A Basic Guide"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The&nbsp;<a href=\"https:\/\/www.notifyvisitors.com\/product\/net-promoter-score\" target=\"_blank\" rel=\"noopener\">Net Promoter Score<\/a>&nbsp;is developed in 2003 by Fred Reichheld of Bain and Company. It is now used by millions of businesses to measure and track how their customers feel about their product.<\/span><\/p>\n<p><a href=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg\" target=\"_blank\" rel=\"noopener\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-9950 size-full\" src=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg\" alt=\"nps\" width=\"600\" height=\"400\" srcset=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg 600w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg 300w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg 370w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps1.jpg 270w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">The <em>net promoter scale<\/em> is a powerful tool to measure the health of customer relationship and client satisfaction by asking a simple question:<\/span><\/p>\n<p><strong>\u201cHow likely is it that you would recommend our organization to a friend or colleague?\u201d<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">NPS indicates potential growth of a company or product.<\/span><\/p>\n<p>NPS calculate to what extent a client or user would recommend a certain company or product to his friend, relative or colleagues.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#Net_Promoter_Scale\" >Net Promoter Scale<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#How_to_Calculate_Net_Promoter_Score\" >How to Calculate Net Promoter Score?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#What_Does_NPS_Score_Tell_Us\" >What Does NPS Score Tell Us?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#Why_Do_We_Use_NPS\" >Why Do We Use NPS?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#1_Easy_to_calculate\" >1. Easy to calculate<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#2_Easy_to_understand\" >2. Easy to understand<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/#3_Universal_scale\" >3. Universal scale<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Net_Promoter_Scale\"><\/span><b>Net Promoter Scale<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a href=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter wp-image-9953 size-full\" src=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg\" alt=\"nps-detractor-passive-promoter\" width=\"600\" height=\"400\" srcset=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg 600w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg 300w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg 370w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-detractor-passive-promoter1.jpg 270w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<p>Customers are asked to rate their likelihood of recommending a company to a friend or colleague by using 11 point scale from 0 to 10.<\/p>\n<p><span style=\"font-weight: 400;\"><strong>On the basis of a response from customers, customers are classified into three categories<\/strong> <\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Detractors<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Passives<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Promoters<\/span><\/li>\n<\/ol>\n<p><strong>Detractors<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Detractors are those customers who rate your product or company between 0-6. Detractors are your unhappy customers. They are not impressed or satisfied with your product and are not&nbsp; likely to use your service or product again. This category has lots of potentials to harm your business because they feel bad about you and your services and can spread bad review online and discourage other customers too.<\/span><\/p>\n<p><b>Passives<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Passives are those customers who rate your services or product at 7 or 8. Passives are satisfied with your services or product but they are not going to tell others about it. They are also not loyal customers to you because they can switch to another product if they find other product more suitable than yours.<\/span><\/p>\n<p><b>Promoters<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Promoters are those who rate your services or product at a 9 or 10. These are the customers who are satisfied with your services and product and likely to remain loyal to you and chances of recommending your product to others are high.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_to_Calculate_Net_Promoter_Score\"><\/span><b>How to Calculate Net Promoter Score?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a href=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter wp-image-11587 size-full\" src=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg\" alt=\"nps-formula\" width=\"600\" height=\"400\" srcset=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg 600w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg 300w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg 370w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-formula.jpg 270w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<p>First of all, you have to do an online poll with the <a href=\"https:\/\/www.nvecta.com\/blog\/nps-survey-questions\/\"><strong>NPS question<\/strong><\/a> and 0-10 scale, and at least get up to 1000 responses from the customer. Now NPS formula will give you a&nbsp;<span style=\"font-weight: 400;\">percentage of customer\u2019s intent to refer your services or product to his friend or colleagues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">NPS is calculated by subtracting the total percentage of Detractors from the total percentage of Promoters \u2014 this is your NPS score.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">NPS can be in negative value if the percentage of detractors are higher than the percentage of promoters.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_Does_NPS_Score_Tell_Us\"><\/span><b>What Does NPS Score Tell Us?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><a href=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9951 size-full\" src=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg\" alt=\"nps-tell-us\" width=\"600\" height=\"400\" srcset=\"https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg 600w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg 300w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg 370w, https:\/\/cdn3.notifyvisitors.com\/blog\/wp-content\/uploads\/2018\/07\/nps-tell-us1.jpg 270w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/a><\/p>\n<p>After calculating NPS, the main problem is how to understand this score and why we need to take this score seriously.<\/p>\n<p><span style=\"font-weight: 400;\">According to Reichheld, highest performing &nbsp;American companies are having NPS score between +50 and +80 while the average American company scores less than +10 on the NPS.<\/span><\/p>\n<p>If you get less than +10 score than it shows that you have a large percentage of detractors, and you have to take this seriously as this can bring harm to your business by bad <a href=\"https:\/\/www.invitereferrals.com\/blog\/word-of-mouth-marketing\/\" target=\"_blank\" rel=\"noopener\">word of mouth<\/a> and writing bad reviews online.<\/p>\n<p>Online customers give more preference to a bad review over a good review. That\u2019s why if you have less score on NPS, then its time to think more seriously on your product experience with your customers.<\/p>\n<p>On the other hand, if you have better NPS, then you can ask the promoters to promote your product or services with their friends and colleagues or they can write good online reviews to promote your product.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why_Do_We_Use_NPS\"><\/span><b>Why Do We Use NPS?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"1_Easy_to_calculate\"><\/span><b>1. Easy to calculate <\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It is very easy to calculate NPS. No complicated formulas, no time consuming, just a basic subtraction and division to get the performance of your product among your customers.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Easy_to_understand\"><\/span><b>2. Easy to understand<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are no complications in understanding the NPS. If you have NPS more than 60+ then its ok, otherwise you have to think again about your product.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Universal_scale\"><\/span><b>3. Universal scale<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">NPS is a universally accepted score. Most of the prominent companies like Apple, Microsoft, Costco etc preferred NPS for determining customer loyalty.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now you know everything about NPS, it\u2019s time to start an NPS survey on your product. In the next blog, we will see how can you set up an NPS survey on your product or website in minutes with <a href=\"https:\/\/www.notifyvisitors.com\/\" target=\"_blank\" rel=\"noopener\">NotifyVisitors<\/a>.<\/span><\/p>\n\n\n<p><strong>Also Read:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.nvecta.com\/blog\/nps-statistics\/\">13+ Net Promoter Score Statistics and Facts That Needed in 2021<\/a><\/li><li><a href=\"https:\/\/www.nvecta.com\/blog\/net-promoter-scale-a-basic-guide\/\">Net Promoter Scale: A Basic Guide<\/a><\/li><li><a href=\"https:\/\/www.nvecta.com\/blog\/nps-survey\/\">What is NPS Survey? What are the Strategies to Automate the NPS survey?<\/a><\/li><li><a href=\"https:\/\/www.nvecta.com\/blog\/best-nps-software\/\">15 Best NPS Software &amp; Tools in 2022 {Best Net Promoter Score Solution}<\/a> <\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The&nbsp;Net Promoter Score&nbsp;is developed in 2003 by Fred Reichheld of Bain and Company. It is now used by millions of businesses to measure and track how their customers feel about their product. The net promoter scale is a powerful tool to measure the health of customer relationship and client satisfaction by asking a simple question: [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":7743,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[69],"tags":[],"class_list":["post-1514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-feedback-surveys"],"_links":{"self":[{"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/posts\/1514","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/comments?post=1514"}],"version-history":[{"count":16,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/posts\/1514\/revisions"}],"predecessor-version":[{"id":12197,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/posts\/1514\/revisions\/12197"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/media\/7743"}],"wp:attachment":[{"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/media?parent=1514"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/categories?post=1514"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.nvecta.com\/blog\/wp-json\/wp\/v2\/tags?post=1514"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}