Overview

Net Promoter Score (NPS)

How likely is it that you will recommend us to a friend or colleague?
User Experience
July 15, 2021

The Net Promoter Score (NPS) shows how much users love or hate you. It doesn’t take long to calculate NPS. You need to ask clients one question: “How likely is it that you will recommend us to a friend or colleague?” The answer is rated on a scale of 1 to 10, where 0 is “no way” and ten is “absolutely yes.” Depending on the given answer, the respondents are divided into three groups: detractors, passives, promoters.

To evaluate the result of the survey, use the formula:

If your NPS rate is:

  1. more than 50, things are going well, but you still can’t relax
  2. from 30 to 50, everything’s not bad, but it can be better
  3. less than 30, it is a reason to think about some improvements
  4. less than 0, it is time to take action urgently

Reference: Softensy

Authors

Ivonne Lopez
Graphic & UX Designer