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