Discover more from Fact of the Day 1
September 4: Net Promoter Score
Your websites NPS is a good gauge to determine customer and reader satisfaction.
Source: Survey Monkey
Published: April 2019
Net Promoter Score
The Net Promoter Score (NPS) has long been a valuable and straightforward gauge for assessing a company’s relationship with its customers. Customers are asked “On a scale of 0 to 10, how likely is it that you would recommend our product/service to a friend or colleague?”
“Promoters” are those customers who answer 9 or 10.
“Passively Satisfied” answer 7 or 8.
“Detractors” answer 0 to 6.
A NPS is calculated by the percentage of promoters minus the percentage of detractors. Scores range from -100 to +100. For example, a 35%promoter response less a 28% detractor response yields an NPS of +7 (35–28 = 7). NPS numbers provide the most significant benefit when measured over time, allowing you to recognize trends and address problems.
Did you appreciate the fact today?