How is nps measured

Respondents are grouped as follows: Promoters score are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives score are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors score are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

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NPS is a powerful and motivating metric that inspires action across businesses of all sizes. It helps companies organize around the mission-critical objective of earning more enthusiastic customers, and the score itself can be easily tracked and quantified over time. After being presented with the standard NPS question, " On a scale from , How likely are you to recommend this company to a friend or colleague?

In addition, a good NPS survey will also ask follow-up questions to understand why , for example:. The optimum time to send your customers an NPS survey depends very much on the type of business you own.

For example,. A SaaS Software as a Service business usually asks the NPS question after 30 days from sign-up, which gives users enough time to get familiar with the service.

Businesses that own a service but not the final product think eBay or Booking. Businesses who own a service and also the final product may want to delay asking the NPS question to give customers enough time to receive and experience it. Sign in. Try it free. Toggle dark mode.

Hotjar Tools. At the moment I am writing my thesis. In my survey I also involved a question to get the Net Promoter score. The only thing is that I later on discovered after getting al the results back that I only included 1 through 10 and not the zero. Can I still use the net promoter score in my thesis with these results. Or at least an indication of the outcome? A respondent that would have selected a zero score will not suddenly become a passive or promoter because that option is missing.

What you have to do in this case is look at the evolution of your own NPS over time. Try to use open questions to detect problems or flaws in your service, develop an action plan to handle these issues, and then look at the impact on your NPS. This is a continuous process and in the long term you should be able to see a significant improvement in your NPS score. Our company sends out NPS survey to customers ever six months.

This depends on a lot of factors, for instance: — the bond the customer has with the product e. So you will understand is very important to think carefully about all of these criteria and try to optimize the parametres you can influence. But we ask also to evaluate the work of our managers on a point scale 0 or 1-worst, best, as usual. At the end of month each manager gets an average point. We have noticed, that the average mark for almost every manager is about 9 points or higher.

So it looks really like a very good job. Or the people feel some kind of a compassion for the managers and therefore asess them high? Please share your opinion, if you have got any experince in the area.

Maybe there were some researches on the topic…. It is absolutely true that certain cultures tend to give higher scores than other ones, but it is very difficult to determine the regional impact. You can register for a free trial to check this out. Hi; i work in a telco company doing online survey through phone call CATI i would like to know what can we do with respondent who are detractors 5 and 6 but giving promoters reasons and seem to not be unhappy customers.

Do we need to exclude those detractors by consider just a scale from 0 — 4 or need to keep them. Thanks for your question. I would not start messing with the answer scales. When someone gives you a 5 of 6 score, you can not consider this as a happy customer, eventhough his comments are on the positive side maybe this person is afraid to show any criticism by phone and only gives social desirable answers. And you have to remember it is not the absolute NPS value that is most important, but the evolution over time the impact of the actions you undertake to increase NPS.

Hi We are just entering the wonderful world of NPS and initially have 5 different scores for individual depts. Reading your comments to date not sure if that makes sense.

I had thought of adding the total number of Detractors, Passives and Promoters to obtain an overall score. Sample sizes are different for different depts which would skew this result. Any advice please on how to calculate or if indeed we should calculate one overall score.

It does make sense to calculate an overall NPS score for your company. To do this you have 2 options: you can sum up all individual scores and use the normal NPS calculation all promoters — all detractors.

Or you can calculate separate scores per department and use an average of the department NPS scores. The last option is useful when the nr. When you want to attribute different levels of importance to the departments, you can use a weighted average of the departments NPS scores. Thank you in advance. Generally speaking I would say you have to strive for a positive NPS score.

But even more important is the evolution you can see in the score over time. Why cant NPS be calculated on a scale of 1 to 5. Is this calculation not accepted globally.

NSP is a globally standardized index which uses a measurement scale. If you want to benchmarks with other NPS scores in other countries or sectors , you will have to use this scale. The scale will be an approximation, but is not quite te same. We have been utilizing the NPS Survey in our company for the last 6 years. Now we are considering transitioning all or part of the NPS survey collection to Email method to save headcount and to increase response volume.

The benefit of phone interviews is that you can dig deeper in details and ask for explanation if anything is not clear. On the other hand, our own experience has learned that respondents tend to be more honest in online questionnaires, which results in lower NPS scores difference of 10 or more index points. When talking to someone by phone respondents feel a certain barrier for expressing criticism this is called satisficing effect.

And as you point out, there is also some subjectivity when you have to depend on the agents to make the categorization. You can use both methods, but have to be careful with historical comparisons when you shift from one to another. Good suggestions. The simplicity of NPS is the key to its success, and also why you should consider it.

The NPS methodology makes that hard to do, so you can focus on your product and service and not your methodology. The lack of benchmarks by industry is frustrating. We took the NPS methodology a step further, by linking our responses to customer behavior. We found out some interesting things about our customers, including that those customers who asked for the most help were some of our best customers.

Great article with some valuable insights. Benchmark data are hard to find indeed. We also have the impression that people who frequently contact our support department are amongst our most happy customers which can be considered as a compliment for our support colleagues…. Can we use nps for departments as opposed to the e tire organization? I lead the service department at our organization and want to know specifically of the client would recommend the service department since we have another survey sent for the entire organization.

However, in my opinion, both have merits in their own right when used in the appropriate context. If there are not it is likely to be a churn trigger. This is where CSAT might be more appropriate as a measure. When presenting the question in a survey to a customer is it against the methodology to publish the likert scale?

For example: Adding Color Coding. So that customers know what is green, yellow or red? We strongly recommend not to add color coding to the answer scale, as this will lead to bias in your NPS score.

Which is of course great if you want to have a good NPS score for your company, but not really honest when comparing your score with the NPS of your competitors. Hello, we would like to start up a NPS research for our B2B partners retailers, distributors, installers , but we are struggling with the way to ask the NPS question.

For your information: We would ask the question to the person who places the orders buyer. But we want a more general view, not only on product, pricing etc. We want to capture the total brand perception so price, service, product, etc.

What is the best way to ask the question without confusing our partners? I think that would cover it. Hello, In my company we have been using NPS for some years now. Do you know if there is any study or article about cultural influence on NPS.

I explain myself. In Europe, there are a big difference in giving a score starting from school : in latine countries it is very difficult to give a 9 or a 10 at school impossible because it means perfection, and it is more usual to give a 6 or a 7 which does not mean you are not satisfied or passive.

In northern Europe when you are satisfied it is normal to give 9 or Is there any study on this? Thanks a lot in advance! The issue of cultural differences influencing NPS score has already lead to lots of discussion. What we learn from all this, is that there obviously are differences between regions, sector, etc.

Our advice is not to worry too much about benchmarks. More important is the evolution of your own NPS score. Start tracking it over time, use key-driver analysis to find out which factors influence your score.

Ask your respondents to explain their score to gain valuable insights. And try to improve your NPS period after period, setting up clear objectives. Thanks for your efforts in this blog. Great info. Thanks for the compliment. Current month fort the short term follow-up, and your 12m average contains the responses for all of your customers then.

Great article and advice you have provided. We have an NPS project where we get completely different scores across different countries. There is discussion about adjusting for cultural differences. Some people believe that the differences in scores is due to people in different countries respond differently to the scale, rather than a real difference in their likelihood to recommend.

I would love to hear your opinion. We have a business that has different Touch Points and customer responses would pertain to different departments from time to time as their negative experience had more impact than their current experience. I have gotten requests to change touch points score because it is not their issue. Currently we do not change scores as we believe issues no matter where t came from is a business issue.

Should we be changing scores and recalculating results if the issues does not belong to that touch point? Although based on specific touchpoints experiences, your customer will have a global opinion about your company or service.

Thank you so much. We have started educating each touch point to focus on improving what they can control based on customer feedbacks and hope to see better customer experience. We have a number of different products, each with a separate post purchase NPS survey sent 1 day following purchase.

We collect and download results monthly. Some have as few as 40 and some as high as respondents in a month. We have very low - results and want to find out how best to improve our score. You could however differentiate in your formulation of the follow-up question for promotors, detractors and passives. What can we do to even further increase your satisfaction?

Why are you disappointed in our product and what improvements can we make? Another option would be to send alerts e. For the sample size we recommend a minimum of respondents for each product or service you want to measure.

Do you think it would be fair to link an advisors NPS to a bonus. I think NPS is a fantastic tool for a company to measure success of both the agents and the customer service they offer but do you feel that someones personal interpretation on a limited number of NPS feedbacks linked to a bonus could be seen as unfair?

Your views would be appreciated. Sorry for the late reply due to to holiday. I do know of some large companies using NPS as a parameter for bonus calculation.

However I do agree that the number of respondents you use to calculate the score has to be large enough in order to be statistically significant. I would go for at least respondents for each reviewee. The scale is is the widely spread standard that is used in all regions and industries.

Also for benchmarking purposes I recomment to stick to the scale. What would you say should be the NPS target for a disconnections department in the telecommunications sector? I cannot help you with specific target scores, as this is very specific per sector and region.

It is best to start with your own zero measurement, and based on that set a target for the next measurement period. Hi Gert, Thank you for the blog and all your effort responding to questions. My company is considering implementing NPS, but our contact center mainly supports our indirect sales channels; namely partner and OEMs.

Do you have any experience in such an indirect B2B environment? When you recommmend a service to some of your a acquaintances you put your own reputation at risk, which goes a step further than simple satisfaction. Awesome article Gert, our company is introducing NPS in our department stores but we are grappling with the best way to distribute the survey to customers.

We have printed cards with the NPS question, a scoring from 0 to ten and fields for additional comments. We want to conduct transactional NPS but the main challenge is where to hand the customer the card during their shopping journey; at the door, while they are shopping, at the till point etc. Please advise. As you want to measure the shopping experience as a whole, I would hand out the NPS cards when your customers have finished their shopping journey, which means at the till point after they have paid.

My company has recently started using NPS, however the scale is from , not The question is also optional, so if a customer does not fill in the score, then it counts as a zero in our system, which we are then excluding from the sample size.

I just have a couple of questions I was hoping you could help me with:. If you have just started measuring NPS a couple of weeks ago, I would consider changing the scale to The impact will probably be marginal, but it is better to start on a correct base, especially when you want to benchmark with other NPS scores. HI Gert, Quick question: where would you recommend to position the NPS question in a surveys when the survey is made of several questions, out of which the NPS one : as the first question or rather at the end of the surveys?

If you ask at the end, you may get fewer responses, but the responses you do get will be more thought out after the respondent gets more context as they answer all the other survey questions.

If the questionnaire is not too long and you are confident that you will get enough fully completed surveys, I would put it at the end followed by an open question to explain the score.

The internet is full of interesting customer satisfaction measurement techniques and tools. However the NPS remain, in my opinion, one of the most useful, intuitive and easy to interpret customer satisfaction indexes. Would that be right?? I am looking for information on how many surveys we need to do in order to achieve a statistically accurate sample in NPS surveys.

I find this answer easy to come by on typical CSI surveys where customers are divided into only two groups , but much harder on NPS surveys where customers are divided into three groups. We use NPS to track our customer ratings for our own company which is large and serves millions of customers. However, my job in vendor management is to track much smaller vendors, that may service as few as or as many as customers per year.

I am trying to figure out how many customers I need to have surveyed in order to achieve the kind of statistical accuracy I am looking for. Any ideas for a simple way to calculate what I need? As you know, in more traditional market research, the conventional minimum is approximately respondents per segment.

However, the NPS score is based on proportions. For instance, a situation in which the majority of respondents is a promoter, the margin of error will be lower than when the distribution is more evenly spread. That is why I would not be aiming for a fixed amount of respondents for each segment i. When a caller is answering the NPS question s through the phone IVR , the 11 point scale can be a bit tricky if the caller input a slowly.

It can be taken as a detractor 1 rather than as a promoter To ask if the caller meant to enter a 1 rather than a 10 could be considered leading the caller. If the options were reduced to a score, what impact would that have on the overall NPS scoring? I would try to focus on solving the technical telephone problem. The only comparison you can make with this adapted NPS is with your own historical data.

How do you calculate an acceptable sample for your customer feedback CSat: if your call center answered calls and per agent calls answered however the overal Rating from customer is and Csat is Is this a true reflection of our customers satisfaction? How often per year should you send out a NPS survey? And once you get the results, should you focus on the passives or the detractors?

If your client base is big enough, the best option would be continuous tracking, a lot of our clients do this. You can ask the NPS question after certain types of interaction, e. This way you can immediately follow up dissatisfied clients. With the notifications function in our survey tool you can trigger automatic follow up actions e. In this way you can take action to convert your distractors into passives.

Try turning your passives into promoters and keep your current promoters happy to avoid them dropping back to the passives group. Can I generate a NPS for different parts of the business? Then do one for the company as a whole? Is it running data? So if I report back on a monthly basis, if someone gave us a 2 in February is that still counted in the results in September? Does that make sense? Or do I start from a clean slate? For Q1: If your respondent base is large enough you can calculate NPS for different parts of your business.

For Q2: Again if your respondent base is large enough you can track month by month for the short term follow-up, and on long term you can use year by year NPS scores. Thanks for the great article. My thoughts are that NPS could be though of as a scale between and 10 being likely to warn people away but then concentrated into a smaller 11 point scale for ease of use.

Do you think this is a fair description of why the top end categories are much smaller? Olie, This is an original argumentation, but the easier explanation according to me is that a promotor is someone who is willing to convinve others to use your product or service. We are a B2B company that has many users from a company using our service.

So when multiple users from a company respond to a survey, we average their rating and then use that to calculate our overall NPS. Like five users from a company might have scored us a 9,9,7,6,5, so the average for that company is 7 and we drop that company from our calculations. Do you think this is a right way to calculate NPS, or should we use the entire user responses for our calculation?