Step 1: Collect Responses

Ask your customers the NPS question: "On a scale from 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?"

Step 2: Categorize Responses

• Promoters (score 9-10): These are highly satisfied and loyal customers.
• Passives (score 7-8): These customers are satisfied but not enthusiastic.
• Detractors (score 0-6): These customers are unhappy and might spread negative feedback.

Step 3: Calculate Percentages

Find the percentage of respondents who are Promoters.
Find the percentage of respondents who are Detractors.

Step 4: Compute the NPS

Subtract the percentage of Detractors from the percentage of Promoters.
The formula is: NPS = % Promoters - % Detractors

For example, if 60% of your customers are Promoters and 10% are Detractors, your NPS would be:

NPS = 60% - 10% = 50
So, your Net Promoter Score is 50.

What Is a Good NPS?

A good Net Promoter Score (NPS) varies by industry, but generally, a score of 50 or higher is considered excellent. Here's a rough breakdown:

• 0 to 30: Below average; there may be significant room for improvement.
• 30 to 50: Good; indicates a solid base of satisfied customers.
• 50 to 70: Excellent; suggests strong customer loyalty and satisfaction.
• 70+: World-class; reflects outstanding customer satisfaction and loyalty.

NPS can also differ by sector, so comparing your score to industry benchmarks can provide additional context.

A negative NPS indicates that a larger portion of your customers are unhappy or dissatisfied, which suggests significant room for improvement.

Entropik's benchmarking tools can help you gauge your NPS effectively. By using Entropik to conduct your NPS surveys, you receive your Net Promoter Score and gain insights through comparisons with other companies in your size and industry.
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Here’s a general idea of what NPS scores might look like for various sectors:

Standard NPS Survey

This is the most common type of NPS survey, designed to measure overall customer loyalty. It typically asks, "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?" This survey provides a snapshot of overall satisfaction and loyalty across the customer base.

Transactional NPS Survey

Focused on specific interactions or transactions, this survey asks customers about their likelihood of recommending the company based on a recent experience, such as a purchase or customer service interaction. For example, "How likely are you to recommend us based on your recent experience with [specific transaction]?" This helps businesses assess the quality of individual touchpoints.

Relationship NPS Survey

This survey measures overall satisfaction with the brand or company rather than a specific interaction. It asks, "How likely are you to recommend us based on your overall experience with our brand?" This provides insights into long-term loyalty and overall brand perception.

Employee NPS (eNPS)

Designed to gauge employee satisfaction and engagement, this survey asks employees, "How likely are you to recommend our company as a great workplace?" It helps organizations understand internal morale and the likelihood of employees endorsing the company as an employer.

Product NPS

This survey targets customer feedback on a specific product, asking, "How likely are you to recommend [specific product] to a friend or colleague?" It measures satisfaction and loyalty related to a particular product, helping businesses understand product-specific strengths and weaknesses.