How It Works
Localyser’s NPS is calculated based on customer star ratings across all review platforms. Customers are categorized into three groups:
Category | Star Rating | Description |
🟢 Promoters | ⭐⭐⭐⭐⭐ (5) | Loyal and enthusiastic customers who actively recommend your business. |
🟡 Passives | ⭐⭐⭐ or ⭐⭐⭐⭐ (3-4) | Satisfied but not highly engaged; they may switch to competitors. |
🔴 Detractors | ⭐ or ⭐⭐ (1-2) | Unhappy customers who may leave negative feedback and discourage others. |
How NPS is Calculated
Your NPS is determined using this formula:
NPS=%Promoters−%Detractors
Example Calculation:
40% of customers are Promoters
20% of customers are Passives
40% of customers are Detractors
NPS=40%−40%=0
(ℹ️ Click the tooltip icon next to the title to see the formula in Localyser)
Interpreting Your Score
NPS Score | Color Code | Interpretation |
🔴 Below 0 (Negative NPS) | Red | Indicates low customer satisfaction and a high risk of churn. Contact our [Customer Success Team] for strategies to improve your rating. |
🟠 1 - 49 | Orange | A mixed sentiment with room for improvement. Use the [Feedback Tool] to generate more positive reviews and stay engaged with customers. |
🟢 50 and above | Green | Strong customer loyalty. Focus on maintaining and improving customer relationships. |
Viewing Your NPS in Localyser
Localyser automatically collects customer reviews from various platforms and calculates your NPS. This is displayed in your dashboard along with key insights:
1. Current NPS Score
Your overall customer satisfaction rating based on recent reviews.
2. Performance Alerts
Localized messages are displayed below your NPS score:
Message | Trigger Condition | Description |
🟢 "Your Net Promoter Score has increased!" | When there is a positive percentage change in the last 30 days. | This reflects growing customer satisfaction. |
🔴 "Your Net Promoter Score has decreased!" | When NPS drops compared to the last 30 days. | Time to analyze feedback and identify improvement areas. |
🟡 "Your Net Promoter Score remains the same." | No change in NPS over the past 30 days. | While stability is good, consider ways to further enhance customer experience. |
Additional Insights in Your Dashboard
🔵 Industry Average NPS – Compare your performance with competitors in your sector.
🔵 Promoter, Passive, Detractor Breakdown – Understand your customer segments.
🔵 Trend Chart – Track NPS changes over time for deeper analysis.
Monitoring your NPS regularly and acting on customer feedback can significantly improve brand loyalty and customer satisfaction, ultimately driving business growth