With results classified by service, you will be able to target priority areas for improvement. How to calculate the NPS? Following the sending of a questionnaire including a rating scale from 0 to 10, here is how to calculate the Net Ireland Email List into three categories: detractors (0-6), passive (7-8), and promoters (9-10) Define the percentage of promoters. Define the percentage of detractors. Subtract the percentage of detractors from the percentage of promoters: the answer is your NPS. By following these steps, the NPS formula looks like this: Number of promoters -% Number of detractors. The score is an integer between -100 and 100. Example of NPS calculation. Does this sound a bit complex to you? Let’s take a concrete example!
Suppose you received 1,000 survey responses, broken down like this: Detractors (0 – 6): 200 responses. Passive (7 – 8): 300 responses. Promoters (9 – 10): 500 responses. You have to transform each score into a percentage: Detractors: 20%. Liabilities: 30%. Promoters: 50%. Then, all you have to do is subtract the percentage of detractors (20%) from the percentage of promoters (50%). The overall NPS here is 30. Note that it is possible to obtain a negative NPS if most of your customers are detractors. To make this process easier, there are some handy tools like an NPS calculator or Delighted. Interpret the score obtained. How do you know if your grade is good? In the case of the example above, is 30 a positive score?
Definition of the Net Promoter Score
There is no one-size-fits-all answer to these questions. Everything will depend on your objectives, but also on the sector of activity. Indeed, a benchmark conducted in 2021 by Satmetrix shows great disparities between companies: The Satmetrix NPS benchmark. Generally speaking, however, an NPS of between 0 and 20 is considered to be good. If your score is over 30, it means your business is doing well and has a lot more happy customers than unhappy customers. An NPS over 70 means your customers love you and your business is generating a lot of positive word-of-mouth through their referrals. The higher your NPS, the more likely it is that your buyers’ referrals will turn into new leads, and therefore additional revenue for your business.
According to the London School of Economics, a 7% increase in NPS generates 1% revenue growth! So how do you improve the satisfaction of your buyers? Identify high-impact pathways. Your customers will have different journeys depending on the level of engagement and the points of contact. Perform a complete buying cycle map to find out how they arrive at your site, interact with your business, and make their decision. This step often helps identify blocking elements and times when critics have had a bad experience. Conversely, observing the behavior of your buyers also shows you the positives, which promote conversion and satisfaction. These two facets will help you refine the customer journey… and the Net Promoter Score!
How to improve your NPS
Add a question to your NPS survey. If your promoters are valuable to your business, you shouldn’t ignore feedback from your detractors. Learning why they don’t want to recommend your business is key to improving your score (and customer retention ). When doing your survey, add a question to understand the score. Especially if it is negative. You can offer several answers to determine the cause (s) of dissatisfaction (defective product, difficulty in using the service, little customer follow-up, difficulty in contacting after-sales service, etc.), or a free insert so that the customer can fully express himself/herself. By having additional data on customer satisfaction (or dissatisfaction!), You can improve your service.
Create campaigns segmented by score. Want to increase your score? Decline targeted campaigns according to customer categories. For the passive. Buyers who give a score between 7 and 8 are satisfied. But not totally convinced. They can be tempted by the competition. The idea is to make them switch to the promoters category with content that will help them enjoy their purchases. Send tips and tutorials to help them get the most out of your products and services. You can also recall your flagship features, as in this example from Crello: An example of highlighting the features of a product at Crello. If you have a referral program, promote it. Show the benefits of recommending your business.