Imagine you've conducted a survey of your users asking them to provide you with an NPS score. And now you have those results and you'd like to make sense of them. This how-to will explain how to calculate your NPS score, and interpret it.Imagine you've conducted a survey of your users asking them to provide you with an NPS score. And now you have those results and you'd like to make sense of them. This how-to will explain how to calculate your NPS score, and interpret it.
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The following chart serves as a reminder of the NPS categories:

0-6 : Detractors

7-8 : Passives

9-10 : Promoters

Here is the formula you will apply to determine the NPS score:

(% of promoters - % of detractors) = NPS

And to help you understand how your product is doing, consider the following rubric:

  • 0 or below: your product is failing in terms of customer satisfaction
  • 0-30: your product is doing "quite well" but probably needs improvement
  • 30-70: great in terms of customer satfisfaction70-100: most of your customers are brand advocates

CITE:

  1. "9 Practical Tips for an Effective NPS Data Analysis and Reporting." Retently (blog) https://www.retently.com/blog/nps-data-analysis-reporting/
    Jennifer Rowe.
  2. "Analyzing your Net Promoter Score℠ survey results (Professional Add-on and Enterprise Add-on)." Zendesk (support article) https://support.zendesk.com/hc/en-us/articles/203981113-Analyzing-your-Net-Promoter-Score-survey-results-Professional-Add-on-and-Enterprise-Add-on-