{"id":31892,"date":"2021-06-17T04:54:28","date_gmt":"2021-06-17T04:54:28","guid":{"rendered":"https:\/\/inmoment.com\/xi-terms\/net-promoter-score\/good-nps-score\/"},"modified":"2023-11-14T11:24:19","modified_gmt":"2023-11-14T18:24:19","slug":"good-nps-score","status":"publish","type":"glossary-terms","link":"https:\/\/inmoment.com\/en-nz\/xi-terms\/good-nps-score\/","title":{"rendered":"Good NPS Score"},"content":{"rendered":"

Net Promoter Score<\/a> works best as a metric to track your customer loyalty, so you can see, in real-time, how your decisions affect customer satisfaction and success. It\u2019s a tool intended to fuel continuous improvement.<\/p>\n

Whatever your starting score is \u2013 and no matter what your industry benchmark NPS may be \u2013 your focus should be on raising your number.<\/p>\n

That said, we understand that there\u2019s a lot of curiosity around evaluating your score against the competition and industry standards. So, we\u2019ll go into how NPS is calculated and where you can find the most up-to-date benchmark numbers.<\/p>\n

Calculating NPS for the Uninitiated<\/h3>\n

Here\u2019s the quick n\u2019 dirty on calculating NPS: Subtract the percentage of promoters from the percentage of detractors. BOOM.<\/p>\n\n

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\"NPS<\/figure>\n<\/div>\n\n

Your Net Promoter Score can range from negative 100 to 100 ( -100 to +100).<\/p>\n

At -100, every single person who responds is a detractor. They would not recommend you, and they\u2019re likely to leave bad reviews of your product or service.<\/p>\n

At \u201cZero\u201d NPS, everyone is either passive (not a detractor, but not a promoter either), or you have equal numbers of promoters and detractors, essentially canceling each other out.<\/p>\n

If 30% of your customers say they\u2019d be happy to recommend you, but 5% would absolutely not, your NPS is 30-5=25.<\/p>\n

An NPS of 50 means that at least 50% of your respondents are promoters, and fewer than 50% detractors. To put it another way, an NPS of 50 can result from any of the scenarios below.<\/p>\n

And yes, you ignore the passives entirely in the NPS calculation.<\/p>\n\n\n