Net promoter score (NPS)

Net Promoter Score (NPS) measures whether your customer will refer you to someone new. Since 83% of people say that they trust the recommendations made by their friends and family more than they trust advertising, referrals are crucial in the modern business landscape.

Although NPS is a type of customer satisfaction benchmark, it’s different than a customer effort score or customer satisfaction score because it measures the overall sentiment that a customer feels towards your brand, rather than focusing on a specific purchase.

How to measure Net Promoter Score

Net Promoter Score is a crucial way to track the feelings and thoughts customers have about your brand. To find your NPS:

To achieve a high Net Promoter Score, you’ll need to have a significantly high number of promoters – much higher than the number of detractors in your network. By consistently speaking to your customers and learning what they think about your brand, you can identify potential problem areas, opportunities to improve your reputation and more.

The best way to generate useful information when finding out your NPS is to give your customers the opportunity to explain the number they chose with qualitative feedback. For instance, someone may give you an 8 instead of a 9 because you don’t offer customer support on Twitter, but you do on Facebook.

Why is Net Promoter Score important?

Customer experience is set to overtake both product and price as the key brand differentiator in 2020. With that in mind, it’s crucial for companies to understand the sentiment that customers have towards the companies that they work with. Knowing how many people are willing to recommend your business to friends is essential. Other benefits of knowing your Net Promoter Score include: