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Magenta NPS report template
The document contains a summary report of an NPS (Net Promoter Score) study conducted for a client. Some key findings include: - The overall NPS score was 36%, with 54% of respondents being promoters and 18% being detractors. - Response rates varied across customer segments, with Segment 2 having the highest response rate of 25% and Segment 4 the lowest at 6%. - NPS scores differed by region, with the US and Europe around 40% and other regions lower at 23%. - Promoters reported positive experiences like good customer service and fast shipping while detractors cited issues like poor quality and slow shipping. - When asked for improvements, respondents most commonly suggested
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Magenta NPS report template
- 1. FUTURELABRESEARCH Magenta NPS studyreport For illustration purposes only. Examples are taken from different presentations. Actual report may contain different / more data, depending on the needs of the client.
- 2. FUTURELABRESEARCH Great Quotes byPromoters You make dreams come true easily Ordering was easy, delivery was fast, and if anything went wrong, your customer service team was always there to help. 2.
- 3. FUTURELABRESEARCH Response rates bysegment Sent Responses Response rate 2,500 25% 2,000 21% 2,000 1,500 20% 15% 14% 12% 1,000 1,000 1,000 1,000 500 10% 6% 5% 231 143 60 207 - 0% Segment 1 Segment 2 Segment 3 Segment 4 Key Observation 3.
- 4. FUTURELABRESEARCH Overall NPS score 0% Totalresponses 20% 40% 60% 54% Promoters 80% 29% Passives Q1.: On a scale from 0 to 10 (0 being very unlikely and 10 being very likely), how likely are you to recommend us to your friends, colleagues, family or others? 100% 18% NPS = 36% Detractors Base: All respondents (xxx), sampling error = xxx 4.
- 5. FUTURELABRESEARCH NPS by usersegment 0% Segment 1 Segment 2 Segment 3 Segment 4 20% 40% 37% 60% 80% 29% 30% 55% 31% 58% 25% Passives NPS = 3% 34% 53% Promoters 100% 17% 14% 17% NPS = 36% NPS = 41% NPS = 41% Detractors Q1.: On a scale from 0 to 10 (0 being very unlikely and 10 being very likely), how likely are you to recommend us to your friends, colleagues, family or others? Base: All respondents (xxx), sampling error = xxx 5.
- 6. FUTURELABRESEARCH NPS by region 0% 20% 40% 60% 80% 100% USA 55% 29% 15% Europe 55% 29% 16% Other 48% Promoters 26% Passives 26% NPS= 40% NPS = 39% NPS = 23% Detractors Q1.: On a scale from 0 to 10 (0 being very unlikely and 10 being very likely), how likely are you to recommend us to your friends, colleagues, family or others? Base: All respondents (xxx), sampling error = xxx 6.
- 7. FUTURELABRESEARCH NPS by gender 0% Men 20% 40% 60% 53% 80% 30% 100% 17% NPS= 36% NPS = 41% Women 64% 13% 23% NPS = 28% No answer 47% Promoters 35% Passives Q1.: On a scale from 0 to 10 (0 being very unlikely and 10 being very likely), how likely are you to recommend us to your friends, colleagues, family or others? 18% Detractors Base: All respondents (xxx), sampling error = xxx 7.
- 8. FUTURELABRESEARCH NPS by age 0% 12to 18 20% 40% 60% 50% 80% 31% 100% 19% NPS = 31% 18 to 25 55% 30% 16% NPS = 39% 26 to 35 55% 31% 14% NPS = 41% 36 to 45 55% 46+ Prefer not to tell 23% 57% 37% Passives Q1.: On a scale from 0 to 10 (0 being very unlikely and 10 being very likely), how likely are you to recommend us to your friends, colleagues, family or others? NPS = 33% 18% NPS = 40% 20% 25% 43% Promoters 22% NPS = 23% Detractors Base: All respondents (xxx), sampling error = xxx 8.
- 9. FUTURELABRESEARCH Key reasons forpromotion 0% 2% 4% 6% 8% 10% 12% 14% 15% General unspecified positive response 13% Product is cool / You are cool 6% Speedy shipping 5% Good customer service 5% Good price Unique items on sale "I have recommended" 16% 4% 4% Key Observation Q2.: Why did you give this particular score? Base: Base: All respondents (xxx), sampling error = xxx 9.
- 10. FUTURELABRESEARCH Key reasons fordetraction 0% 2% 4% 6% 8% 10% 12% 14% 12% General unspecified negative response 7% Low quality Slow shipping 6% Bad customer service 6% 5% Bad pricing Website is not friendly 3% Key Observation Q2.: Why did you give this particular score? Base: Base: All respondents (xxx), sampling error = xxx 10.
- 11. FUTURELABRESEARCH Key improvement areas,General 0 5 10 15 20 25 30 35 40 45 40 Price 28 Process General/Speed 24 Shipping: Cost 23 Interface: Search 19 Communication/Marketing 18 Interface: Buying process Support for new users 14 Shipping: Delays in delivery 14 Key Observation Q7.: What do you think we should or could improve to make you give a better score? 11.
- 12. FUTURELABRESEARCH Portrait of apromoter vs. detractor Parameter 1 Parameter 2 Parameter 3 100% 80% 58% 56% 51% 60% 40% 16% 20% 12% 11% 32% 38% 26% Promoter Passive Detractor 0% Key Observation 12.
- 13. FUTURELABRESEARCH Average Purchase Amountby Customer Type Promoters Passives Detractors 500 425 400 468 457 425 416 398 355 368 404 387 451 445 387 359 299 300 200 100 - All respondents Segment 1 Segment 2 Segment 3 Segment 4 Key Observation 13.
- 14. FUTURELABRESEARCH What is reallygood What’s not so good 14.
- 15. FUTURELABRESEARCH Top Fixes &Suggestions Fixes Suggestions 15