Net Promoter Score (NPS) & Customer Loyalty Template

NPS® is a clean and simple metric used to measure how likely your customers are to recommend your products or services to their friends or colleagues.

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Survey Example:

NPS® is your key to measuring customer loyalty.

Respondents are asked to arrange their answers to a single question on an 11-point continuum from “Not at All Likely” to “Very Likely.”

The people who answer on the “Not Likely” end of the spectrum (0 to 6) are considered “Detractors,” while people whose answers fall in the 7 to 8 range are called “Passives.” Those who answer in the “Very Likely” range (9 or 10) are referred to as “Promoters.”

To calculate your official NPS® score, simply take the total percentage of Promoters and subtract the percentage of Detractors. You can then leave this metric as a percentage such as 43%, or change it to a whole number such as 43.

The template below outlines the most efficient and effective means to gather the data needed to calculate your NPS®. Install the template today and start administering surveys that will enable you to gain a tighter grasp on customer loyalty.

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