The Net Promoter Score is an excellent measuring system for your business. It’s a survey method that helps you determine how loyal and happy your customers are. The purpose of it is to pave the way for continuous improvement. (tweet this)
For example, if your score is low one quarter, you can work in each subsequent quarter to improve it. The bottom line is that regardless of your score, your end goal is to always be working towards increasing the score.
Now, in this article, we look at the question, “What is a good Net Promoter Score?”
Understanding the Net Promoter Score Calculation
Once you send out the survey, you get back individual scores from 0-10. Here’s what they mean.
- Promoters (score 9-10) are loyal enthusiasts that you can expect to keep purchasing from you and referring others which fuels growth.
- Passives (score 7-8) are satisfied, but they are not enthusiastic customers. They are vulnerable to your competition.
- Detractors (score 0-6) are your unhappy customers who can damage your brand and hinder growth through their negative word-of-mouth.
Understanding the Net Promoter Score
Once you have these numbers, you subtract the percentage of detractors from the percentage of promoters to get your Net Promoter Score. The top score you can get is 100, and that’s only if everyone is a promoter.
- A percentage from -100-0 means you need improvement.
- A percentage from 0-30 means you’re doing good.
- If you make it to 30-70 percent, you’re doing great.
- An excellent percentage is 70-100.
So, the higher your score, the more you can count on your customers to refer your company to others.
So, in the simplest terms, a good Net Promoter Score for your business is the score that’s better than your last one. As long as you’re improving, you’re moving in the right direction.
The single most important thing about your score is that it’s growing. It’s not a set of vanity data. It reflects the health your relationships with your customers.
You want to ensure that your customer is acting on your NPS data, so you continuously work to improve it. Consider surveying your customers every six months to make sure your business is on the right track.
By dedicating your business to improving your Net Promoter Score, you end up with happier customers who increase your business through word of mouth.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.