NPS stands for Net Promoter Score and is a calculation of all the different internal ratings of 1-10 that are received from the submissions of customers. This score provides you a good sense of how your customers view your business and how likely they are to refer you to someone else.

This is an example of how the NPS question is asked in the customer experience.

All NPS ratings given to an employee give them an understanding of how the customers they serve view their work.

The accumulation of all internal ratings received provide the company their NPS score.

To calculate NPS, you will need to follow these steps:

For example, if you received 100 responses and 50 were Promoters, 30 were Passives, and 20 were Detractors, your NPS score would be 30 (50% - 20%). This means that your company has a higher percentage of satisfied and loyal customers.

NPS is a valuable metric for businesses as it can help identify areas for improvement and measure customer satisfaction over time. It is also a useful tool for benchmarking against competitors and setting goals for customer satisfaction and loyalty.

Now that you know how to calculate NPS, you can start using this metric to improve your customer experience and grow your business.

Net Promoter Score = (Number of Promoter Scores/Total Number of Respondents) - (Number of Detractor Scores/Total Number of Respondents)