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How to Measure Net Promoter Score (NPS)

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What is Net Promoter Score?

Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.

Why should you measure your Net Promoter Score?

Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).

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.

Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/

Published in: Business
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  • BEWARE - The calculation of NPS on slide 10 is wrong.NPS is simply the %Promoters - % Detractors. It is NOT a division as shown but a subtraction..An unforgivable mistake.
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How to Measure Net Promoter Score (NPS)

  1. 1. A Guide to: Kayako’s Customer Support Metrics deep dive series Net Promoter 10
  2. 2. What is Net Promoter Score? N P S
  3. 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. 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. 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. 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. 7. How to measure your Net Promoter Score N P S
  8. 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. 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. 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. 11. So you’ve got your Net Promoter Score… Now what? N P S
  12. 12. (NPS benchmarks vary by industry) Low Net Promoter Score? Anything below 10 N P S
  13. 13. Low Net Promoter Score? Anything below 10 What this means: (NPS benchmarks vary by industry) N P S
  14. 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. 15. What to do: Low Net Promoter Score? Anything below 10 N P S
  16. 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. 17. (NPS benchmarks vary by industry) High Net Promoter Score? Anything above 10 N P S
  18. 18. What this means: High Net Promoter Score? Anything above 10 (NPS benchmarks vary by industry) N P S
  19. 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. 20. What to do: High Net Promoter Score? Anything above 10 N P S
  21. 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. 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. 23. kayako.com Subscribe to our blog: learn.kayako.com/join-us

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