Net Promoter Score (NPS) is a measure of your customers’ willingness to recommend your company’s products and services to a friend or colleague, and is a reliable and widely used indicator of customer loyalty and satisfaction.
What is Net Promoter Score, and what are best practices, tools and templates for teams and organizations?
Definition of Net Promoter Score
Description of Net Promoter Score
Net Promoter Score is based on a single survey question, “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Those who score 9-10 are called Promoters and are considered to be loyal customers, repeat buyers, and advocates of the brand. Those who score 7-8 are called Passives. While they are satisfied with their purchase, they are not committed to the brand, are susceptible to purchasing the same product from a different brand in the future, and are not expected to promote the brand to other people. Those who score 0-6 are called Detractors; they are dissatisfied with their experience with your brand and could potentially damage your brand’s reputation by sharing negative feedback with others. Subtracting the percentage of Detractors from the percentage of Promoters produces a score between -100 and 100, which is the Net Promoter Score.
The value of the Net Promoter Score is manifold. It is a simple and easy to use metric that can be applied across products, business units, or individual sales associates and can be tracked over time to motivate and gauge improvement. By asking customers to explain the rationale for their rating in a follow-up, open-ended question, companies can hear customers’ feedback directly. As part of a closed loop feedback process, sharing those learnings inside the organization can help identify where performance improvements can be made, in order to increase the NPS going forward.
Tools & Templates
Net Promoter Scores are typically captured and reported in databases and spreadsheet, and the raw NPS number is often used within presentations, reports, and other strategic documents.
upBOARD's Online Net Promoter Score Tools & Templates
Unlike most traditional Net Promoter Score tools, upBOARD’s online Net Promoter Score collaboration tools and dashboards allow any team or organization to instantly begin working with our web templates and input forms. Our digital platform goes far beyond other software tools by including progress dashboards, data integration from existing documents or other SaaS software, elegant intuitive designs, and full access on any desktop or mobile device.
Learn more about upBOARD’s portfolio of other marketing best practice tools and templates including: Brand Identity Prism, Brand Pyramid, Closed Loop Customer Feedback, Content Marketing, Customer Journey Mapping, Environmental Scanning, Ethnographic Research, Four Ps, Market Sizing, Net Promoter Score, Personas, Positioning, Segmentation, Trend Mapping, Value Propositions