Net Promoter Score® Calculation - SurveyMonkey

Learn how to calculate NPS® quickly and efficiently. We'll show you how to break it down and make figuring out your Net Promoter Score® easy. 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siness.Instead,thetargetedfollow-upquestions,alsocalleddiagnosticquestions,willhelpyoulearnfromyourDetractors(the“Whatcanwedotoimprove?”question)andfromyourPromoters(the“Whatarewedoingreallywell?”question).It’sthatsimple.You’vefinishedyourNetPromoterScorecalculation.Nowwhat?Soyou’vesentouttheNPSsurveysampletoyourcustomers.You’vecompiledtheresultsandranthenumbers.YounowhaveyourNetPromoterScorenumber—maybeit’sa52.Isthatgoodorbad?Well,likemanythingsinlife,it’sreallyallrelative.IfyourcompetitorshaveNPSnumbersinthehigh60s,you’reprobablygoingtotrytofigureoutwhereyourbrandcouldimprove.Ontheotherhand,ifyourcompetitorsallhavescoresinthelow40s,you’redoingjustfine.Insteadoftakingwildguessesastowhereyourcompetitionstands,whynotletSurveyMonkeydotheworkforyou?WeofferNPSbenchmarkssoyoucangetcontextforyourNetPromoterScore.Howitworksissimple:We’vegonethroughhundredsofindustriesandranthenumbers.We’llgiveyouacomparisonscaleforyourindustrysoyoucanseehowyourank.Usethedatatounderstandwhereyourcompanycouldmakeimprovements—ortaketheresultsasconfirmationthatyoushouldkeepdoingwhatyou’redoingifitturnsoutyourankhighagainstyourcompetition.CreateandshareanNPSreporttoinspireactionThelaststepformakingthemostofyourNPSdataisactingonitsresults.This,afterall,iswhatwillallowyoutomakemeaningfulimprovementstothecustomerexperience.EnablecolleaguestotakeactionbysharinganNPSreportwiththem.Note:InSurveyMonkey,thismeanscreating,saving,andsharingaviewofyourresults.YourNPSreportshouldinclude:YouroverallNPSThebreakdownofPromoters,Passives,andDetractorsResponsesfromthefollow-up,open-endedquestionthataskswhytheyselectedthatparticularratingAchartthatshowshowyourscoreischangingovertime(assumingyou’vemeasuredyourNPSmorethanonce)Theresultsfromyourkeydrivers—questionsthatdirectlyinfluenceyourNPS,andhelpyoudetermineyourstrengthsandweaknessesYoumayalsowanttocustomizeyourNPSreportfordifferentteammembers.Foreachcustomersupportrepresentative,forinstance,youcanfilterbythecustomerstheyworkwith;whilefortheproductteam,youcantagresponsesthatareproduct-relatedandthenfilterbythattag.Finally,makesuretosendyourNPSreportonarecurringbasis.Yourteamneedstoreceivethelatestdata,ontime,tomakedecisionsthatbenefityourteamandyourcustomers.Aimtosendyourreport(s)totheappropriateteammembersevery3-6months.Readytogetstarted?We’vegoteverythingyouneedtogetyourNetPromoterScore.SendourexampleNPSquestionnairetoyourcustomerstolearnwhethertheylikeyourbrandsomuchthey’drecommendit.NPS,NetPromoter&NetPromoterScoreareregisteredtrademarksofSatmetrixSystems,Inc.,Bain&CompanyandFredReichheld.SeehowSurveyMonkeycanpoweryourcuriosityGetstarted