The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 QuestionCheckMarket
The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question, an indication of the growth potential of your company or product. Read further for an overview on the use, application and pitfalls of NPS.
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 QuestionCheckMarket
The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question, an indication of the growth potential of your company or product. Read further for an overview on the use, application and pitfalls of NPS.
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
Using Net Promoter Score (NPS) to Increase Course EngagementLambda Solutions
A core activity of measuring how Learners engage with your course is measuring their reaction to it. A popular technique to measure customer experience is Net Promoter Score (NPS). Most organizations struggle to effectively structure an NPS survey, which overwhelms or makes it extraordinarily hard to use the data to make improvements.
In this webinar, we explore best practices in creating NPS surveys, analyzing the data, and applying lean learning analytics techniques to use the feedback to continuously improve your courses.
Tune in!
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Beyond NPS: How to Measure the Entire Customer JourneyJeff Reekers
Presented by Aircall (http://aircall.io)
NPS has become a staple for companies to track their customer experience. We use it to forecast churn, appease investors, and view our customer base from a 10,000 foot view.
However, is surveying the customer base for an NPS rating enough? And are there other measurements that we should be considering for rolling out a credible NPS process while additionally assuring we monitor the entire experience a customer has throughout the customer lifecycle?
Aaron Bleiweiss, Director of Customer Success at Handshake, discusses how to effectively rollout and measure Onboarding Satisfaction surveys (OSAT) and Customer Satisfaction surveys (CSAT), how to drive decisions that instigate change based on the trends and how to use all measurements cohesively to create an end-to-end optimal customer experience.
You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that helps identify brand advocates and at-risk accounts, so you can fight churn. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages in the customer journey. But how do you execute an effective NPS Program? We’re here to help. In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce so you can take action and impact the bottom line.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Ultimate Question to Ask Your Employees: An Introduction to the Employee ...The Starr Conspiracy
We know employee engagement has a proven, measurable, positive impact on the bottom line. Yet only 30 percent of the workforce is actively engaged. What if you could identify which employees are your most ardent supporters, which are on the fence, and which are most likely to bash you on Facebook or at the local bar — and you could do that in an efficient and even easy way? That’s what you’ll learn in the latest e-book from The Starr Conspiracy Intelligence Unit, “The Ultimate Question to Ask Your Employees: An Introduction to the Employee Net Promoter Score.”
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/
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
Using Net Promoter Score (NPS) to Increase Course EngagementLambda Solutions
A core activity of measuring how Learners engage with your course is measuring their reaction to it. A popular technique to measure customer experience is Net Promoter Score (NPS). Most organizations struggle to effectively structure an NPS survey, which overwhelms or makes it extraordinarily hard to use the data to make improvements.
In this webinar, we explore best practices in creating NPS surveys, analyzing the data, and applying lean learning analytics techniques to use the feedback to continuously improve your courses.
Tune in!
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Beyond NPS: How to Measure the Entire Customer JourneyJeff Reekers
Presented by Aircall (http://aircall.io)
NPS has become a staple for companies to track their customer experience. We use it to forecast churn, appease investors, and view our customer base from a 10,000 foot view.
However, is surveying the customer base for an NPS rating enough? And are there other measurements that we should be considering for rolling out a credible NPS process while additionally assuring we monitor the entire experience a customer has throughout the customer lifecycle?
Aaron Bleiweiss, Director of Customer Success at Handshake, discusses how to effectively rollout and measure Onboarding Satisfaction surveys (OSAT) and Customer Satisfaction surveys (CSAT), how to drive decisions that instigate change based on the trends and how to use all measurements cohesively to create an end-to-end optimal customer experience.
You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that helps identify brand advocates and at-risk accounts, so you can fight churn. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages in the customer journey. But how do you execute an effective NPS Program? We’re here to help. In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce so you can take action and impact the bottom line.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The Ultimate Question to Ask Your Employees: An Introduction to the Employee ...The Starr Conspiracy
We know employee engagement has a proven, measurable, positive impact on the bottom line. Yet only 30 percent of the workforce is actively engaged. What if you could identify which employees are your most ardent supporters, which are on the fence, and which are most likely to bash you on Facebook or at the local bar — and you could do that in an efficient and even easy way? That’s what you’ll learn in the latest e-book from The Starr Conspiracy Intelligence Unit, “The Ultimate Question to Ask Your Employees: An Introduction to the Employee Net Promoter Score.”
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/
This is the final lecture of the brand section of the metrics. This lecture covers take rates, acquisition costs, marketing balanced scorecards and demand generation marketing.
In 2013, we have learned that implementing a strategic focus on the customer will help retention, improve brand reputation and increase profits by lowering the customer acquisition cost. This year we have a whole new set of trends that can help you listen and personalize every interaction, giving the customer a better experience.
Staffing Trends You Need to Know When Planning for 2016CareerBuilder
Ever wonder what key opportunities your firm may be missing out on? Check out the slides from our recent webinar on "Staffing Trends You Need to Know When Planning for 2016". Learn more about the findings of our 10th annual Opportunities in Staffing study conducted by CareerBuilder and Inavero by visiting: www.opportunitiesinstaffing.com.
We've analyzed tons of disruptive players when we were writing our book on Digital Transformation. We discovered 7 similarities and call them "The 7 Metaphors of Digital Disruption". We saw that all the disruptors score high on these drivers of transformation while traditional players have trouble with these metaphors. The new players are attacking you on every level.
How can you defend your business from these new players in your market? You should learn how they operate and try to implement (elements of) the business models of disruptive companies.
We've made a presentation that guides you through ten business models of hyper disruptors that we found inspiring. We hope you do too. Please let us know your thoughts about it!
The times they are a-changin’…
And so you have learned about new business models.
Now, be ready for the next 10 disruptive waves.
10 Markets
10 Business Models
50 Examples
100+ Slides
Disruptive Education Model
Disruptive Banking Model
Disruptive Technology Model
Disruptive Media Model
Disruptive Cable & Telco Model
Disruptive Medical Model
Disruptive Travel Model
Disruptive Government Model
Disruptive Consumer Goods Model
Disruptive Retail Model
Produced by Thaesis
Supported by Trendwatching.com
25 Disruptive Technology Trends 2015 - 2016Brian Solis
Brian Solis explores some of the biggest technology trends and possible twists on the horizon for 2015 and 2016.
Topics include cyber security, mobile payments, drones, bitcoin, social media, digital, omnichannel, attribution, cx, music, movies, Hollywood
26 Disruptive & Technology Trends 2016 - 2018Brian Solis
Introducing the “26 Disruptive Technology Trends for 2016 – 2018.” In this report, we’ll explore some of the disruptive trends that are affecting pretty much everything over the next few years at least those that I’m following. It’s not just tech, though. The report is organized by socioeconomic and technological impact.
Obviously, this is not an exhaustive list of every technology and societal trend bringing about disruption on planet Earth. What follows thought definitely affects the evolution of digital Darwinism, the evolution of society and technology and its impact on behavior, expectations and customs.
Fanatical By Design: How Rackspace Use Net Promoter to Build Customer LoyaltyDavid Mitzenmacher
Presented at the 2008 Rackspace Customer Conference by David Mitzenmacher - "Fanatical By Design: How Rackspace Use Net Promoter to Build Customer Loyalty"
You need to choose the right metrics to look at and have a good understanding of them in order to be able to optimize every single stage of your product development process. This is what this presentation is about.
Evidence-Based Management of Software Organizations (closing keynote ScrumDay...Gunther Verheyen
Gunther Verheyen introduced “Evidence-Based Management (for Software Organizations)” as the closing keynote of the ScrumDay France 2014.
‘Evidence-Based Management’ has its roots in medical practice and promotes evidence-based decision-making in the managerial domain.
For software organizations, direct evidence of value needs to be gathered on the outcome of the work; not on the way the work is performed (teams, practices or individuals). Evidence on the latter is supportive and circumstantial. People and teams adapt processes and implement practices to improve the actual outcome.
If no direct evidence is collected on value, informed management decisions to maximize value cannot be made.
The disconnect between the delivery organization and the business is prevalent in the software industry. Somewhere along the line, the real vision behind our projects gets lost. We all know it. Can better metrics help? This session examines some common and not-so-common metrics and introduces Evidence Based Management as a guide for continuously measuring your business goals, aligning them with your software development efforts, and then deciding what to do next.
In diesem E-Book werden Sie die effektivsten Joker kennenlernen, um dauerhaft ohne Energieverlust abzunehmen. Wenn Sie alle Joker zusammen einsetzen, werden Sie 7 Pfund pro Monat abnehmen ... Versprochen.
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
[eBook] A practical guide to Net Promoter Score®Customer Guru
Since the inception of the Net Promoter Score® (NPS®), countless guides have been published on NPS. Then why do
you need another NPS guide?
We realized that the NPS guides only introduce and share details about the concept behind NPS. However, none of them share everything that is required to roll out an NPS survey if you are just getting started. Unfortunately, you would have to read through several articles and still keep looking for more information.
That is why we decided to write this practical guide that can help anyone implement NPS from scratch.
NPS vs. CSAT - A Guide to Measuring Customer HappinessTalkdeskInc
https://www.talkdesk.com/
The most successful businesses are data-driven, and measuring your customer happiness is no exception.
Here is a breakdown of the two most popular metrics for measuring customer happiness: Net Promoter Score® (NPS) and customer satisfaction score (CSAT). This slideshow will show you the difference between the two and some best practices for measuring both.
LEARN WHAT A GREAT TECHNICAL SUPPORT EXPERIENCE AND PASSIONATE CUSTOMER COMMUNITIES CAN DO FOR YOUR BUSINESS- This powerful measurement and focus within your organization can align your business with your customers, deeply understand how your customers feel about you and your products/services and (if leveraged) can propel your business to unprecedented growth.
NPS is a simple measurement but sometimes challenging to implement. Please complete this form to receive a brief summary of:
-Methodology for NPS
-Practical tips for implementing and establishing a customer centric mindset
-Statistical abstracts and results of other practitioners
Customer Support Scores: CSAT vs. NPS vs. CESTaskUs
Customer satisfaction is a key performance indicator for business-to-consumer companies, but the abundance of customer service support metrics has made it hard to identify the best way to gauge how your customers actually feel. We help you understand the pros and cons of the most prevalent scoring systems to help you understand your options.
Learn why The Net Promoter® Score is perhaps the best methodology to predict profitable brand growth and measure customer delight in this short overview presentation.
What is the Net Promoter Score? How does it work? How do you ensure growth through customer loyalty? We at Enalyzer want to help your business by introducing best practices for this powerful customer experience (CX) tool.
Sign up for free on Enalyzer
https://www.enalyzer.com/
Learn the essential customer experience metrics for your brand eTailing India
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most important decisions for customer experience could be the metrics selection and so today we bring four of the most widely leveraged and useful customer experience metrics: Customer Satisfaction, Net Promoter Score, Visitor Intent, and Task Completion.
The InfoQuest Business Process Review gathers in-depth information about your products, your services, your support teams, your business relationships, and the relationship between your company’s performance and your customer’s expectations.
Navigating the alphabet soup of survey methodologiesClicktools
See this handy guide to available survey methodologies including ACSI, CES, CXi, CSAT and others to determine which one best suits your business processes and customer feedback management goals.
NPS, acts as a leading indicator of growth. If your organization’s NPS is higher than those of your competitors, you are more likely than them to outperform the market,
Similar to 10 Things to Know about Net Promoter ScoresPRES (20)
1. 10 THINGS TO KNOW ABOUT NET
PROMOTER SCORES AND THE USER
EXPERIENCE
Compiled by Edward Smith
2. 1. The Net Promoter Score is a
measure of customer loyalty and
is based on a single question:
How likely is it that you'll recommend this
product to a friend or colleague? The
response options range from 0 (Not at all
likely) to 10 (Extremely likely). Responses
are then bucketed into the following
segments.
Promoters: Responses from 9-10
Passives: Responses from 7-8
Detractors: Responses from 0 to 6
Subtracting the proportion of detractors
from the proportion of promoters and
converting it to a percent gets you the Net
Promoter Score. For example, 100
promoters and 30 passive and 80
detractors gets you a Net Promoter Score
(NPS) of 9.5% (20 divided by 210). This
mean there are 9.5% more promoters
than detractors. A NPS of -10% means
you have 10% more detractors than
promoters.
3. 2. The Net Promoter Score is
appealing because of its
simplicity
(easy to score and a single question) and
it's expressed as a percentage which can
be more digestible to executives and non-
math types than interpreting a mean (e.g.
70% Net Promoters vs 7.9 out of 10). It
can be confusing to have a negative
percentage and some companies prefer
to just call it a "score" and not percentage
for this reason. Think of it like net income
(which we all know can be negative).
4. 3. The main advantage of the Net
Promoter Score is that it gets
companies thinking about metrics
that come from the customer.
Yes, revenue is the ultimate metric but
revenue is both a lagging indicator and
not necessarily a good indicator of future
growth--especially when you're pissing off
customers to get short term revenue
(think of the latest fee from your phone
company, cable company or rental-car
company). What's more, you can't do
anything about last quarter's numbers. If
you have a reasonable proxy for
measuring future growth and revenue
then you might be able to improve next
year's revenue. In the processes you also
will likely make your customers happier
and more loyal!
5. 4. The main disadvantage of the
Net Promoter Score is that it
reduces an 11 point scale into a 3
point scale
(Detractors, Passives and Promoters).
This has two major consequences. First it
increases the sample size you need in
order to achieve the same level of
precision as using the mean. The margin
of error is usually around twice as wide
compared to using the more conventional
approach (mean and standard deviation).
Secondly, it is harder to detect differences
between scores, either over time or
compared to a competitor. For this
reason I use the raw responses and use
means and standard deviations in t-tests
and regression analysis.
6. 5. Despite the popularity and
enthusiasm for it being the
"Ultimate" question, there might
be better questions for your
company or industry:
Many measures of customer satisfaction
and customer loyalty correlate. Reicheld
in his 2006 book "The Ultimate Question"
pg 28 points out that the “likelihood to
recommend” question was the best or
second best predictor of repeat
purchases or referrals in 11 out of 14
industries (79%). Likelihood to revisit,
repurchase or reuse might be a better
indicator of customer loyalty for your
product or industry. I often saw this with
business-to-business products I worked
on. How likely is it that you'd recommend
this non-profit accounting software to your
friend? Despite the somewhat irrelevance
of the question it still correlated highly with
other questions and we were still able to
focus on changes over time. So don't
throw the baby out with the bathwater.
7. 6. Don't just collect NPS:
The Net Promoter Score might be a good
number to track but it's usually the
symptom of high or low customer loyalty,
not the cause. People are or are not
recommending the product, website or
service because of something—you need
to have a few good candidate questions in
your short surveys so you can identify the
root causes and improve. Usually
questions about value, quality, usability
and a few key features will get you down
the right track. You can then conduct a
key-driver analysis to determine
statistically which features or attitudes are
having the biggest impact on Net
Promoter Scores. In one key-driver
analysis I conducted for a client, I found
the biggest driver of detractors was that
emails were being sent too often to
customers!
8. 7. Compare to Benchmarks:
The NPS by itself might seem more
intuitive than an average score because it
is expressed as a percentage, but what
makes good, average or poor scores
varies a lot by industry (think cable
companies versus luxury hotel
chains). For example, the average NPS
for consumer software products is 21%
compared with about a 6% for cable
providers.
9. 8. Ask "why" for detractors:
If I could ask only one open-ended
question on a survey it would be for
detractors to briefly explain why they
gave a 0-6 response. You can
usually categorize these responses
pretty quickly into major
groupings. Often, many of the
detractors will say things you can't
do much about like "I just don't
recommend products to friends" or "I
really like the product" and there is
almost always some quick fixes and
patters in what you can fix.
10. 9. Ease of Use explains between
30% and 50% of users' likelihood
to recommend in software and
websites.
A large analysis of System Usability
Scale (SUS) scores taken along with
Net Promoter Scores found that a
good chunk of why people
recommend is based on their
perception of the ease of use.
Improving ease of use then should
improve loyalty. How do you improve
ease of use? A quick usability test
with just a handful of participants will
often reveal the most obvious
issues.
This could reflect on ease of
ordering / ease of payments etc
11. 10. Not all promoters are created
equal.
Just because a respondent gives a 9
or 10 on the likelihood to
recommend question doesn't mean
they will actually recommend. To
measure what I call promoter
efficiency you ideally track
customers over time to see if they
actually recommended to a friend.
As an alternative, ask respondents
in the same survey if they actually
have recommended to anyone in the
last year and use that as a proxy for
their future behavior. I've included
this figure in the NPS benchmark
report and on average 68% of
promoters report having
recommended in the last year
(ranging from 43% to 96%).
12. Calculating the Net Promoter
Score:
Reichheld developed the NPS
methodology, which is based on asking
customers a single question that is
predictive of both repurchase and referral:
"On a scale of zero to 10, how likely are
you to refer to a friend or colleague?“
The answers customers provide are
classified as follows:
0 - 6 = "Detractors"
7 - 8 = "Passives"
9 - 10 = "Promoters"
The NPS is calculated by subtracting the
percentage of respondents that are
labeled "Detractors" from the percentage
of respondents that are labeled
"Promoters":
% of Promoters - % of Detractors = NPS
Net Promoter Score can range
anywhere from -100 to 100.
Example questions for NPS
surveys:
"How likely is it that you would
recommend [your company] to a friend or
colleague?“
"How likely are you to recommend this
product to others?“
"How likely is it that you would
recommend others to work with <Bord Na
Móna>?“
"How likely are you to share this website
with a friend or colleague?“
“Name three areas that we do well in.”
“Name three areas that we have not done
well in.”
“How could we improve?”
“Why would you recommend us?”