Improve Your Brand: Know Your Net Promoter Score
Understanding what your customers are saying about you – the good and the bad – is important to any company. One of the easiest ways to gain this insight at a quick glance is to use the Net Promoter Score.
What is a Net Promoter Score?
The Net Promoter Score was created by Fred Reichheld, Bain & Company, and Satmetrix and is all based off of one question you ask your current customers: “How likely are you to recommend this product or service to a friend?”
You then give them an 11 point scale to answer the question. Anyone that gives you a 9 or 10 is a Promoter (very likely to recommend you), anyone that gives you a 7 or 8 is a Passive (probably not going to talk about you either way – good or bad), and anyone that gives you a 6 or below is known as a Detractor (likely to say none favorable things about you).
Then to calculate the actual Net Promoter Score, you subtract the percentage of Detractors from the percentage of Promoters. Generally any total percentage higher than 75% is amazing. And knowing your percentage is an easy way to understand how you stand in your customers’ eyes.
Easily Find Your Net Promoter Score with Alchemer
It’s actually extremely easy to find your Net Promoter Score using Alchemer. Just follow these 8 easy steps and you’ll be on your way!
Step 1: Create your survey with your NPS question: “How likely are you to recommend this product or service to a friend?” and make the answer options 0 – 10 with 10 being Very Likely to Recommend and 0 being Will not Recommend.
Step 2: Send out the survey to your customers after every interaction with them.
Step 3: After collecting responses, head over to the Report tab and create a Summary Report for the NPS question.
Step 4: Click the Edit tab within the report and select the pencil icon for the NPS question.
Step 5: Uncheck the “Show public value when displaying report” options (so you can see the Reporting values in the Report).
Step 6: Click the Filter tab and Add a filter to your report with the NPS question selected with the “is in list” option as the filter.
Step 7: Check off all the reporting values except 7 and 8 (you don’t need to count the Passives!)
Step 8: Run the report, Subtract the 6-0 percentages from the 9 & 10’s (you be able to see the percentages) and find your Net Promoter Score!
It’s just that simple to keep your fingers on the pulse of what your customers think about your company and brand. Below, you’ll find an example Net Promoter Score report.
Advanced User Tip – Want to be notified every time a customer gives you a 6 or less to follow-up with them? Just add a “Send Email” action to the Thank You Page of your survey and select the Send When option at the bottom. Select the Net Promoter Score question and the “is in list” option. Then check off all of the answer options that are 6 or below.
Now, whenever someone selects a 6 or lower, you’ll or your support team will get notified and you can follow-up with them!