A score or index that’s solely an indicative of a company’s customer satisfaction & customer loyalty, and should not be confused with how much profit or even revenue a company would make. Simply put, it is a score, ranging from -100 to 100, which ranks a company for its customers’ willingness to recommend its products or services to others.

  

This score will guide you in the right direction that you should take your company. It will certainly not boost your business, but will tell you if you are on the right track or if there is some need for concern or if you are completely off the game.

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Loyal customers will boost your morale, encourage you for your efforts and even give suggestions on what can be done better, but unhappy customers are the ones who can actually do more good for you than you think. They are the ones who will give you an idea as to whether you went wrong with your marketing strategy or if your product or service is not up to the market expectations, you will be told where you can improve or if your offerings are outdated or even useless, among other valuable insights.

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How is NPS calculated?

We first look at the rating customers give a company for their services or products through surveys or interviews.

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Customers who give you a rating of 6/10 or below are Detractors

Customers who rate you 7 or 8 are Passives\

Customers who rate you a 9 or 10 are Promoters

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To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters.

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What is considered a good NPS score?

General NPS Benchmark. Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50...

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How to boost your NPS?

1. Encourage Internal Buy-In

2. Make it easy for people to promote your brand

3. Don't Ignore your...