How NPS works

The Net Promoter Score® (NPS®) is an easy way to measure an organization's customer loyalty.

The method was developed in 2003 by management consultant Fred Reichheld of Bain & Company, in co-operation with the company Satmetrix. The goal is to provide insight into customer loyalty, and focused steps to improve it. Different surveys show that organizations with a high NPS® have loyal customers with a higher repeat business rate.

To determine the NPS® we ask the customers to what extent he or she would recommend a particular organization, product, or service to others (friends, colleagues and family). The key question is: 

How likely is it that you would recommend this company to your friends/family/colleagues? 

Customers answers on a scale of 0 to 10. This score is divided into:

Promoters: customers who give a score of 9 or 10 
Passives: customers who give a score of 7 or 8  
Detractors: customers who give a score from 0 to 6 

Calculate the NPS®

The Net Promoter® Score is the difference between the percentage of promoters and detractors. The NPS® is an absolute number which is somewhere between-100 and + 100.

For example, if you have 30% promoters, and 45% passives, and 25% detractors, the NPS®is + 5. A positive NPS® (> 0) is usually considered to be good.

What use has the NPS®?

The NPS® gives your organization a clear key figure that is understandable for all employees, and on which managers can act. With Focus Feedback we go even deeper in order to gauge what the motivations of your customers are. That is why we often add a number of open questions so that we can also understand their motives. Thanks to this input you know specifically what this means for your business. The goal is to make sure that (dis) satisfied customers become and remain enthusiastic customers.