When measuring the customer experience using the NPS, you want to answer the question, “What is a good Net Promoter Score?”
In this article, we dissect that question and provide you with an answer. First, let’s look at how the score is calculated.
The NPS Calculation
- 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.
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.
What’s a Good Score?
So, you want to know what your Net Promoter Score should be. While this is a simple enough question, the answer is, “It depends.”
It is widely accepted that a score below 0 means you have work to do, a score of 50 is excellent, and a score of 70 and above is top notch.
It’s also worth noting that any positive score means you have more promoters than detractors. (tweet this)
That being said, your score depends on your industry and the region of the country you live in. It also hinges on your customers – their age and income as well as other demographics. Your NPS is based on how long your customers have been associated with your business.
To really understand your score, compare it to the score of others in your industry. If you are consistently scoring higher than your competitors, you’re doing something right and are set for growth.
Use your research as a benchmark. This helps you gauge the success of the customer experience you provide your customers.
The bottom line is that your score should reflect your efforts at the overall customer experience.
If you’re working hard to improve your service and relationship with your customers, it stands to reason that your score will be positive.
If you find you have a negative score, then it’s time to create a customer service strategy.
Images: Timothy Muza