What is my Net Promoter Score (NPS)?
The Net Promoter Score (NPS), is a tool used to measure consumer loyalty. It works by asking consumers (or in our case, reviewers) the following question: How likely are you to recommend this business to a friend or colleague?
Responses are collected on a scale between 0 and 10, where 0 is the least likely and 10, the most. Responses are then grouped as follows:
Promoters - scores 9-10. Loyal consumers who will keep buying and recommending to others, fueling growth.
Passives - scores 7-8. Satisfied, but unenthusiastic consumers who may be vulnerable to competitors within your industry.
Detractors - scores 0-6. Unhappy consumers who can damage a business, and their growth, by negative word-of-mouth.
How is my NPS calculated?
To calculate your NPS, take the (Number of Promoters — Number of Detractors) / (Number of Respondents) x 100. It’s that simple. For example, if there were 100 responses, 60 promoters, 30 passives and 10 detractors, your NPS would be 50.
What does my NPS score mean?
Your NPS score can range from -100 to +100. Here’s what different score ranges mean:
Anything less than 0 - This isn’t great, and is a sign that your business should start understanding, and improving your customer satisfaction levels. Customers are unlikely to buy from you again.
Between 0 and 49 - This is good, you’re out of the negatives! You understand your customers and they are satisfied with your service, however, there’s still room for improvement.
Between 50 and 69 - This is excellent! You have a clear grasp on what your customers need. Your customers are loyal and enthusiastic with your service.
70 and over - This is considered world class customer loyalty, well done! Customers love you, and your business is getting a lot of positive word-of-mouth from referrals.
How do I collect my Net Promoter Score (NPS)?
When a new review is written about your business on Hellopeter, we‘ll collect your NPS for you. This means there is nothing required of you.
How it works
A few days after a review is written about your business, we’ll send the person who wrote the review an email. This will ask them one question: how likely are they to refer your business to a friend or colleague? They’ll answer on a scale between 0 and 10, and we’ll use their answer in calculating your overall NPS score.