What is NPS? How is it calculated?

NPS stands for Net Promoter Score and evaluates how loyal your customers are. The question set is: How likely is it that you would recommend us to a friend or colleague? In distinction from other questions in the customer surveys, this one is targeted more clearly at the company than you as an individual.

It is an 11-point scale which runs from 0 = Completely unlikely to 10 = Highly unlikely. Customers who answer 10 or 9 are the company's ambassadors and customers who answer 0-6 are considered to be critics.

NPS is calculated by taking the percentage proportion of ambassadors minus the percentage proportion of critics. NPS can thus be a value between -100 and +100.

The aim is to have as large a proportion of ambassadors as possible and as few critics as possible. Ambassadors contribute to your profitability by remaining as customers, returning more often, buying more and, most important of all, speaking well of you and recommending you to other potential customers.

Would you like to know more about how to work optimally with NPS in order to increase the proportion of loyal customers and strengthen your business? Contact your account manager or send a mail to hello@brilliantfuture.se.