NPS stands for Net Promoter Score, a customer loyalty metric which asks
“How likely would you be to recommend this Experience”.
Customers answer this question using a 0 to 10 scale, detailed below:
- Promoters: 9-10
These customers are advocates who are loyal to your product/experience and will drive growth through positive word-of-mouth and reviews
- Passives: 7-8
These customers are satisfied but not loyal customers who will spread positive word-of-mouth and create new business
- Detractors: 0-6
These are unhappy customers who are not advocates of your experience deter new customers through negative word-of-mouth and reviews
To get your NPS, simply subtract the percentage of Detractors from the percentage of Promoters.
How can you improve your NPS?
Customer Reviews give you a great insight into what customers like and dislike about your experiences. By reading customer reviews you will find out what the strengths of your experience are, and also what aspects need improving to meet customer expectations.
By using this information you can improve your service or experience and therefore work to improve your NPS.
*RedBalloon's NPS Benchmark: 62