For all our users that use NPS (Net Promoter Score) to measure customer loyalty, we prepared a new functionality that simplifies and automates this process.
Implemented solution contains the following changes :
- New survey question type Net Promoter Score (NPS)
- Four different scales to choose from (0 - 10, 1 - 10, 0 - 5, 1 - 5)
- Reports with automatic NPS calculation and results presentation by three groups Promoters, Neutrals, Detractors
NPS was created by Fred Reichheld, Bain & Company, and Satmetrix. In 2003 it was described in Harvard Business Review in the article "The One Number You Need to Grow".
In practice, NPS conception is very simple and with new SurveyLab functionality easy to implement. Respondent answers one question "How likely is it that you would recommend our company / service to a friend or colleague?", usually by selecting a rank between 0 - 10. People who selected 9 - 10 are called Promoters, values 7 - 8 are called Passives, and marks below 7 are called Detractors.
Depending on a selected value respondent is redirected to answer additional survey questions and can describe what he/she likes or dislikes about the company or services.
Your task is to have as many Promoters as possible and at the same time as few Detractors as possible. NPS is calculated by subtracting from percentage of Promoters, percentage of Detractors. It is assumed that 70% NPS is a good score.
Net Promoter Score = (% of Promoters) - (% of Detractors)
Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.