1.
A Guide to:
Kayako’s Customer Support Metrics deep dive series
Net Promoter
10

2.
What is Net Promoter Score?
N P S

3.
Net Promoter Score was developed as a way to
measure customer loyalty.
It indicates the likelihood that your current customers
would recommend your product or service to people in
their network.
What is Net Promoter Score?
N P S

4.
Net Promoter Scores are very effective at indicating
customer loyalty (the likelihood that a customer will
purchase from your company again).
Why should you measure Net Promoter
Score?
N P S

5.
It helps you identify which customers are at risk of
churning. It also helps identify your promoters who are
helpful for case studies and referrals.
This survey usually includes a follow up question that
helps identify why customers are demoters or why they
are promoters, which is equally as important.
Why should you measure Net Promoter
Score?
N P S

6.
Get the Ultimate
Guide to Support
Metrics cheat sheet.
Your guide to all the
customer support
metrics that
matter, and how to
calculate them.
Check it out!

7.
How to measure your
Net Promoter Score
N P S

8.
Ask your customers how likely they are to recommend
your product or company to someone else, on a scale
of 0-10.
Scores between 0-6 are detractors, 7-8 are neutral,
and 9-10 are promoters.
How to measure your
Net Promoter Score
1 2 3
Detractors Passives Promoters
4 5 6 7 8 9 10
N P S

9.
NPS benchmarks vary hugely by industry, so look at
benchmarks for your industry to get a sense of what
you should be aiming for.
How to measure your
Net Promoter Score
N P S
Check your industry average

10.
% promoters
% detractors
= Your NPS
How to measure your
Net Promoter Score
*Tip: Your NPS score will be a number between -100 and 100. The
higher the score, the better.
N P S

11.
So you’ve got your
Net Promoter Score…
Now what?
N P S

12.
(NPS benchmarks vary by industry)
Low Net Promoter Score?
Anything below 10
N P S

13.
Low Net Promoter Score?
Anything below 10
What this means:
(NPS benchmarks vary by industry)
N P S

14.
This score is indicative of your customer experience
across the whole company, and isn’t always up to just
the support team to improve.
There can be many reasons for a low NPS - bad
service, a negative product experience, pricing that’s
too high (or even too low!).
Low Net Promoter Score?
Anything below 10
What this means:
N P S

15.
What to do:
Low Net Promoter Score?
Anything below 10
N P S

16.
Follow up with your detractors (people who scored
you less than 7) and ask why they gave you this score.
Gaining this insight will help you see what you can do
to improve your NPS and your customer experience.
Do this survey periodically to see if your changes have
improved your score.
What to do:
Low Net Promoter Score?
Anything below 10
N P S

17.
(NPS benchmarks vary by industry)
High Net Promoter Score?
Anything above 10
N P S

18.
What this means:
High Net Promoter Score?
Anything above 10
(NPS benchmarks vary by industry)
N P S

19.
Double check scores for your industry to see where
you sit in comparison to similar companies.
If you’re on the middle or higher end of that scale,
you’re doing great!
What this means:
High Net Promoter Score?
Anything above 10
N P S

20.
What to do:
High Net Promoter Score?
Anything above 10
N P S

21.
Periodically survey your customers to make sure that
your score doesn’t go down over time.
Follow up with your promoters (those who scored you 9
or 10) and turn them into brand advocates (invite them
to be beta testers, have them participate in case studies).
High Net Promoter Score?
Anything above 10
What to do:
N P S

22.
Get the Ultimate
Guide to Support
Metrics cheat sheet.
Your guide to all the
customer support
metrics that
matter, and how to
calculate them.
Check it out!

23.
kayako.com
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