Net Promoter Score (NPS) + How to Calculate Yours

hey everyone today we're talking about
net promoter score or nps for short
we'll explain what mps is show you how
to calculate it and categorize customers
and share some insider tips on how to
improve your nps
let's get right to it
net promoter score or nps is a
performance metric that evaluates
customer satisfaction brand perception
growth potential and lets you know how
customers feel about your business based
on one simple question how likely are
you to recommend us to a friend or a
colleague customers will answer this
question on a scale from 0 to 10 with 0
being the lowest score and 10 being the
highest nps scores range from negative
100 to plus 100 respondents are broken
down into three main categories
according to their rating numbers
promoters passives and detractors
promoters give ratings of 9 to 10 and
are your businesses number one fans
so much so that they'll happily
recommend your product or services to
friends and colleagues think of
promoters as brand ambassadors passives
give ratings of seven to eight and while
they aren't actively dissatisfied with
your business they're not gonna go out
of their way to recommend you to others
they're essentially neutral which means
they're at risk of switching to a
competitor that makes them feel a higher
level of enthusiasm and satisfaction
detractors give ratings between zero and
six and are unhappy with the overall
experience they had with your business
they're the types to write bad reviews
or warn friends and colleagues against
doing business with you
detractors are the biggest threat to
your business so you need to find out
how to keep the number of detractors you
have as low as possible the net promoter
score formula is
net promoter score equals number of
promoters divided by total number of
respondents times 100
minus number of detractors divided by
total number of respondents times 100
for example let's say you surveyed a
total of 100 customers and got 75
promoters 10 passives and 15 detractors
applying the nps formula we get
percentage of promoters minus percentage
of detractors equals nps 75 minus 15
equals 60
thus nps would be 60. there are several
steps you can take to improve your net
promoter score first remember that
customer opinions are always in flux so
seek to turn passives into promoters by
reaching out to them personally and
asking what you can do better
don't be afraid to reach out to
detractors either even if they don't do
business with you again they'll still
have valuable insight into the business
processes you need to improve and how to
make it happen
next
make sure you set specific unique nps
goals for each department and help team
members understand your objective
ask for employee feedback monitor
departmental growth and assess the
quality of your current training
materials above all make sure you're
taking full advantage of the
opportunities customer surveys provide
in addition to asking your customers how
likely they are to recommend your
products to others ask questions like
what competitors did you research before
choosing us
what made you choose us over our
competitors what is the most important
thing you consider when choosing which
business you'll work with for example
shipping speed value online customer
reviews etc how easy was it for you to
find what you needed from us and did you
feel that you received adequate support
throughout the purchasing process follow
these tips and you'll see improved nps
scores in no time
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simplify the voip world and for more
information on net promoter score and
how to improve yours check out the
article in the description box below
till next time this is nate from getboy
[Music]
you