What does my NPS score mean

The Net Promoter Score is an index that ranges from -100 (absolute worst) to +100 (absolute best) that measures the likeliness of your customers to recommend your product to their peers. It can be thought of as a way to gauge the overall satisfaction of users with a certain product or service and thus giving you heads up about customer churn, retention, and revenue.

Based on this index, you can easily segment your customers which helps you in diagnosing and solving their issues. Customers can be categorized as follows:

  • Promoters: Customers who responded with a score of 9 or 10. These are typically loyal and satisfied customers who will spread the word and promote your product.
  • Passives: Customers who responded with a score of 7 or 8. These are customers who are satisfied with your service but not happy enough to be considered promoters. Usually, they have a low likelihood of churn but they won't promote your product.
  • Detractors: Customers who responded with a score of 0 to 6. These are dissatisfied customers who are likely to churn and may even spread negative words about your product.

The NPS index is calculated by subtracting the % of promoters (those who submit a score of 9 or 10) from the % of detractors (those who submit a score of 0 to 6). The NPS formula is as follows:

NPS = (% of Promoters - % of Detractors) * 100

Example: If the number of collected responses are 2000, 500 are detractors (25%), 500 are passives (25%), and 1000 are promoters (50%), your NPS score would be 25.

A positive NPS or NPS above 0 is considered "good". Anything more than +30 would be considered excellent.

Generally, if your NPS score is below 0, then that is a clear indication that your company needs to start improving customer satisfaction levels.

You can learn more about NPS on our Userpilot blog. If you have any more specific questions about the NPS score please reach out through our live chat.

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