Measuring Net Promoter Score (NPS)
Net Promoter Score (NPS) measures the overall willingness of customers to recommend your brand to others. The score is measured on a scale from -100 to 100.
NPS is a popular method for gauging customer satisfaction and it is used by many companies worldwide. AnyRoad gathers NPS feedback from your guests after their experience, calculates your NPS score, and answers the "why" behind the score by collecting text input from your guests.
Generally, an NPS over 70 is considered excellent, over 50 is great, and over 30 is considered good. However, it's more beneficial to compare your own NPS results over time to assess your ongoing impact on customer satisfaction.
How Net Promoter Score is calculated
We ask each of your guests to rate their experience with your brand on an 11-point scale. The format of the question - asking for likelihood to recommend - is the basis of NPS, and has proven to be an accurate measure of customer satisfaction.
“On a scale of 0 to 10, how likely are you to recommend Google to a friend?”
Based on their rating, guests are then classified into 3 categories: Promoters, Passives, and Detractors.
Promoters answered 9 or 10. They love your experience and brand. They are enthusiastic advocates who will recommend you to others.
Passives answered 7 or 8. They are somewhat satisfied. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough to actually promote your experience or brand.
Detractors answered 0 to 6. They are not particularly thrilled with your experience or brand. They will likely not visit or purchase again, and could potentially damage your reputation through negative word of mouth and reviews.
Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters, generating a score between -100 and 100. If for example, all of your customers gave a score between 0 and 6, this would lead to an NPS of -100. On the other hand, if all of your customers answered the question with a 9 or 10, then your total Net Promoter Score would be 100.