What is the Net Promoter Score?

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 company.

How does it work?

Customers are asked to score a company on a scale of 0-10 by answering the standard question: “On a scale of 0-10, how likely are you to recommend us?”. Depending on how they score a company, customers are categorised into three groups: Promoters, Detractors and Passives:

Promoters Scoring 9 and 10, represent a company’s most enthusiastic customers. They are likely to act as brand ambassadors, enhance a company’s reputation, and increase referral flows, helping fuel a company's growth.

Detractors scoring 0 to 6, are unlikely to recommend a company to others, and probably won’t stick around for further services, and—worse—could actively discourage potential customers away from using a company.

Passives scoring 7 or 8, are not actively recommending a company, but are also unlikely to damage its reputation with negative word of mouth. Passives  are not included in the NPS calculation, but are very close to being promoters, particularly when giving a score of 8.

 How is the NPS calculated?

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

A score of 60 or more is considered an excellent score in any industry!

 

Our Monthly Scores

Month Total Replies 9-10 7-8 1-6 NPS/Month
November + December 2019 39 34 4 1 85
January 2020 19 18 1 0 95
February 2020 10 10 0 0 100
March 2020 23 18 5 0 78
Aoril 2020 14 12 1 0 86
May 2020 13 13 0 0 100
June 2020 10 8 1 1 70
July 2020 7 7 0 0 100
Total to date 135 120 12 2 87