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Net Promoter Score methodology - the complete guide

The Net Promoter Score (NPS) methodology is used by organizations to measure customer satisfaction through an NPS question that allows them to determine if they are happy with their experience with the brand and if they would recommend it to a friend, family member, or coworker. It helps you identify your promoters, passives, and detractors and maintain a good Net Promoter Score


The Net Promoter Score is viral, thanks to how companies can make decisions based on customers' ratings about the experience.  It's the most efficient way of measuring the satisfaction of your products or services.

What is the Net Promoter Score methodology?

The method involves collecting customer feedback based on the net promoter system to evaluate and measure your percentage of promoters along with your percentage of detractors. To determine the Net Promoter Score, a simple survey is sent to customers or users. Which includes the following question:

Customer experience is measured using various survey questions, but the following NPS one is the most important question:

How likely are you to recommend our products or services to your friend or colleague?

The respondent can choose between values ​​from 0 to 10 on a numerical scale. The higher the number you choose, the more likely you are to recommend the company.

After the user has rated, they can provide additional feedback. To do this, you can provide an open text field in which you can enter writing what you like or dislike, especially about the company that is carrying out the research.

When a person offers a rating, they can be classified, based on their response, as follows:

  • Detractors: These respondents score between 0 and 6 and are most likely not satisfied with the organization. In this case, know what to do if you get a low Net Promoter Score.

  • Passive: These respondents give a score of 7 or 8. These people are satisfied with the organization, but at any time, they can leave the competition.

  • Promoters: Participants give you a 9 or 10, as they are delighted with the organization.

The Net Promoter Score of your brand is calculated using the formula that we present below: 

Importance of the Net Promoter Score methodology

The Net Promoter Score methodology can be applied at various points in the customer journey. This helps determine which aspects of the organization's process can be improved and which aspects are running smoothly.

A regular customer satisfaction survey is not always enough to find out how consumers are feeling. One of the reasons behind this is that it can take too long. 

When a survey is too long, there is a risk that a respondent will leave the survey. NPS offers faster results. By simply asking a question, customer satisfaction can be determined.

The Net Promoter Score methodology is unique in that it is a simple and easy-to-use system for clients and organizations. It is also easily applicable to different types of situations and organizations.

Advantages of the Net Promoter Score methodology

Among the main advantages of the Net Promoter Score methodology are the following:

It is an easy method to implement: The NPS can be easily calculated with a single question, which can be answered by offering a score on a scale of 1 to 10. Clients will be motivated to answer because it is an easy method that does not require much weather. 

It is a good indicator of growth: When you receive a rating from customers, you can improve their experience and know if you are achieving it. NPS is related to business growth, even to the point where it has become a priority for many organizations.

It can be tailored to business needs: You can ask the Net Promoter Score question about consumers' experiences with customer service or with a specific product. This metric can help you see which particular products and experiences are popular and which should be optimized.

Reputable: One of the reasons the Net Promoter Score methodology is so popular is its reputation. It is associated with growth, leaders are measured against it, and it is something that anyone can easily understand. There is a lot of power in a metric that anyone can understand.

Learn more about what NPS is and how it helps your business with this article we have for you. 

Tips for implementing the Net Promoter Score methodology

Suppose you are about to start applying the Net Promoter Score methodology in your organization. We have these tips for you to help you achieve them.

  • The Net Promoter Score must be continuously recorded to determine changes over time. You can also measure the impact of relationships and marketing strategies.

  • Segment your clients into promoters, passive, and critical clients to optimize communication.

  • Use the NPS survey specifically, for example, after interacting with the support team, having a sales conversation, or at the end of an event.

  • Compare the different scores according to the survey time to discover weaknesses in communication with the customer and the company.

  • Ask your customers for their comments and recommendations. Not just the promoters, you should also do it with the detractors.

  • Have a quick turnaround time to implement measures in sync with the customer's feedback.

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