Net Promoter Score (NPS)

The leading customer loyalty and satisfaction metric

What is Net Promoter Score (NPS)?

The Net Promoter Score (NPS) or recommendation rate is an indicator of your customers’ satisfaction and helps determine how loyal your customers are likely to be towards your brand. It helps you identify your brand’s promoters, detractors and passive customers and gives you the opportunity to guide your marketing actions towards the right group of customers at the right time.

The NPS is based on your customers responses to the survey question “On a scale of 0 to 10, how likely are you to recommend this brand or service to a colleague?” : 0= Not at all likely, 10= Very likely. According to their answer, they fall into one of the three categories above.

In order to produce a reliable result, a minimum of 300 answers is recommended. Automated surveys sent out straight after a sale are one of the quickest ways to gather this amount of feedback.

Exemple questionnaire de satisfaction NPS 1.2.3

How to measure your NPS

Your customers’ answer (rating between 0 to 10) to the question “Would you recommend this product or service to a friend or colleague?” helps you determine who is a:

  • Promotor (9s and 10s)
  • Passive customer (7s and 8s)
  • Detractor (0 through 6)

Your global Net Promoter Score, which is a score between -100 and +100 is calculated as follows: (% de promoters) – (% de Detractors) = NPS

A simplified process developed by WizVille

After gathering your customers’ feedback, WizVille automatically analyses their responses to the NPS question and generates a visual presentation of your promoters, detractors and passive customers. You will be able to see at a glance what percentage of your customers appreciates your offers or services enough to recommend them to a friend (promoters) and which percentage is likely to leave your brand for the competition at the slightest hint of a better offer (detractors). From your control panel, you will also have access to each customer’s individual NPS as well as your brand’s global Net Promoter Score.

Répartition clients promoteurs, détracteurs, passifs
Evolution du Net Promoter Score NPS

How to interpret the results

As NPS scores vary considerably depending on your industry and geographical location, be sure to check the average score for your specific sector before engaging in comparisons, extended analysis or setting up corrective measures. However, no matter what your score is to begin with, an increase always indicates happier customers.

Detractors are customers who are either unhappy or disappointed with their overall experience with your brand. They are the most likely category to be receptive to your competitors’ wooing. If you want to avoid loosing these customers, don’t hesitate to get in touch with them directly in order to suggest a solution tailored to the specific problem they faced and regain their trust.

Your promoters are often your most loyal customers, and some of the most likely to become brand ambassadors. Though they may recommend your brand without any incentive on your behalf, you can also reach out to them and ask them to post a review online (on your own website or on a third party platform), to join you on your social networks or to test your products before anyone else. Chances are they will accept.

Find out your customers’ NPS today :