Net Promoter Score (NPS) is a powerful metric beyond traditional satisfaction measures to gauge true loyalty and advocacy. By focusing on how likely your customers, employees, and influencers are to recommend your brand, NPS provides actionable insights into customer perceptions and their potential to drive your growth. Businesses with higher NPS often enjoy stronger retention, increased profitability, and long-term success.
NPS creates a ripple effect: delighted customers inspire growth opportunities, attract passionate employees, and build a culture of excellence—fueling exceptional service and products. Businesses can continually enhance customer experiences and sustain success with a robust multi-stakeholder feedback loop.
How is NPS calculated?
NPS is determined by asking customers a simple question: “How likely are you to recommend our product or service to a friend or colleague?” Respondents rate their likelihood on a scale of 0 to 10, which categorizes them as:
- Promoters (9–10): Enthusiastic advocates likely to recommend.
- Passives (7–8): Satisfied but not enthusiastic.
- Promoters: For these loyal advocates, we analyze the top 3–5 reasons for their high ratings, breaking feedback into specific drivers for actionable insights.
- Passives and Detractors: The focus shifts to identifying areas for improvement. Using a tiered approach, we dig into the top 3–5 areas customers believe need enhancement to increase their likelihood of recommending.
- Promoters: For these loyal advocates, we analyze the top 3–5 reasons for their high ratings, breaking feedback into specific drivers for actionable insights.
- Passives and Detractors: The focus shifts to identifying areas for improvement. Using a tiered approach, we dig into the top 3–5 areas customers believe need enhancement to increase their likelihood of recommending.
- Detractors (0–6): Unhappy customers will likely discourage others.
The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score ranging from -100 to +100 thus offering a clear indicator of customer loyalty.
The depicted survey methodology begins with screening and sections tailored to specific products or channels. It then transitions to general questions about purchasing behavior. The approach includes capturing brand-specific NPS ratings and classifying respondents into Promoters, Passives, or Detractors according to their scores.
Our approach employs a driver tree methodology to uncover deep insights into customer feedback. The process begins by categorizing customers into Promoters, Passives, and Detractors based on their NPS scores.
- Promoters: For these loyal advocates, we analyze the top 3–5 reasons for their high ratings, breaking feedback into specific drivers for actionable insights.
- Passives and Detractors: The focus shifts to identifying areas for improvement. Using a tiered approach, we dig into the top 3–5 areas customers believe need enhancement to increase their likelihood of recommending.
This structured feedback analysis ensures both positive and critical insights are systematically leveraged to refine strategies, improve experiences, and foster long-term loyalty.