a company’s nps is the percentage of promoters minus the percentage of detractors. For example, if you have responses from 100 customers with 30 promoters and 18 detractors, your nps is 12.
Why is the net promoter score important?
Companies use nps to learn more about individual customers, as well as how their products, services, and brand are perceived overall. Nps feedback helps you make things right with individuals, improve your product offerings, and put customer service principles to work.
If your company is improving in ways that matter to customers, your nps should rise over time. A sudden drop in nps is a warning that something is off and must be addressed.
What is a good net promoter score?
A net promoter score can range from -100 to +100. One way of looking at it afghanistan phone number list would say that anything above 0 is a good nps, as it means you have more promoters than detractors.
While there’s a logic to that, a more sophisticated way to judge nps is by industry. Different industries have different benchmarks for what makes a good, average, or bad nps. For instance, the average nps in the insurance industry is 74, but in healthcare, it’s only 45, according to retentlyopens in a new window. In fact, the average score across all industries surveyed varied widely, from a low of 9 to a high of 74.