The Net Promoter Score or NPS is a management tool used by companies to measure their customer loyalty by asking a single question: “How likely are you to recommend company X to a friend or colleague?”
This template will help you:
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NPS stands for Net Promoter Score. It is a metric used to measure customer loyalty and gauge customer satisfaction with a company, product, or service. The NPS methodology was developed by Fred Reichheld, Bain & Company, and Satmetrix in 2003.
The Net Promoter Score is derived from a simple survey question: “On a scale of 0-10, how likely are you to recommend [company/product/service] to a friend or colleague?” Based on their responses, customers are categorized into three groups:
To calculate the Net Promoter Score, the percentage of detractors is subtracted from the percentage of promoters. The score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters).
NPS provides a high-level measure of customer loyalty and can serve as a benchmark to track changes in customer sentiment over time. Organizations often use NPS to identify areas for improvement, drive customer-centric strategies, and measure the effectiveness of customer experience initiatives.
The NPS survey typically follows a standardized format and consists of a single question followed by an optional open-ended question for further feedback. The format is as follows:
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NPS Question: “On a scale of 0-10, how likely are you to recommend [company/product/service] to a friend or colleague?”
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Follow-up Question (optional): “Please provide a reason for your rating or any additional comments.”
The survey question is typically presented in an online survey form, email, or even during a phone call or in-person interaction with customers. Respondents are asked to select a number on a scale from 0 to 10 that reflects their likelihood of recommending the company/product/service to others.
Based on the responses, customers are categorized into promoters, passives, and detractors. The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.
In addition to the NPS question, some organizations may include a follow-up open-ended question to gather more qualitative feedback. This question allows customers to provide specific reasons for their rating or share additional comments or suggestions.
The NPS survey format is designed to be concise and easy for customers to respond to while providing valuable insights into customer loyalty and satisfaction levels.
The main strength of this management tool is that it is so short and simple. Meaning there is probably not so much for you left to change in the template asides from the design. But here are some tips you’ll still want to know:
By following these tips, you can create a well-designed NPS survey that generates meaningful insights and helps drive improvements in customer satisfaction and loyalty.
The NPS survey typically follows a standardized format and consists of a single question followed by an optional open-ended question for further feedback. The format is as follows:
-
NPS Question: “On a scale of 0-10, how likely are you to recommend [company/product/service] to a friend or colleague?”
-
Follow-up Question (optional): “Please provide a reason for your rating or any additional comments.”
The survey question is typically presented in an online survey form, email, or even during a phone call or in-person interaction with customers. Respondents are asked to select a number on a scale from 0 to 10 that reflects their likelihood of recommending the company/product/service to others.
Based on the responses, customers are categorized into promoters, passives, and detractors. The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters.
In addition to the NPS question, some organizations may include a follow-up open-ended question to gather more qualitative feedback. This question allows customers to provide specific reasons for their rating or share additional comments or suggestions.
The NPS survey format is designed to be concise and easy for customers to respond to while providing valuable insights into customer loyalty and satisfaction levels.
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