Introduction 📖
What is NPS?
NPS is a tool used to gauge the loyalty of your customers to your business or brand and create a score. It is a measurement of customer loyalty by using 1 simple question:
“How likely are you to recommend our company to a friend or colleague?”
How does it work?
Your customers are divided into three categories: Promoters, Passives, and Detractors. Promoters are customers who rate their likelihood to recommend at 9 or 10, Passives rate at 7 or 8, and Detractors rate between 0 and 6.
Scores are calculated by simply subtracting the percentage of Detractors from the percentage of Promoters. Passives do come into the final score as they are included in the total number of respondents.An NPS score can be calculated with as few as one response, but for more reliable insights, it is recommended to collect a sufficient number of responses.
Lets use an example:
(Promoters - Detractors) / (Total Respondents) x 100 = NPS
(40 - 15) / (100) x 100 = 25
What happens if you don’t want to use the NPS feature?
We understand that NPS is still valuable to your business, so if the NPS settings are turned off on the collector page, we will automatically generate a score based on the star ratings from the customers.Star ratings are mapped to NPS categories as follows: 5★ = Promoter, 4★ = Passive, and 3★ or below = Detractor. For example, if 60% of reviews are Promoters and 20% are Detractors, the NPS would be +40.
Note: If the NPS is turned on at a later date, the NPS score will reset. The NPS question is also only available on the Plus plan.
API Users
If you pull review data through the API, you can also collect the NPS data. You just need to add the following to the parameters:
&include_nps=1
Where can I find my NPS data?
NPS scores can be located within Analytics > In-depth Statistics. They can be filtered by a specific date using the date drop-down at the top right.The Home page may display an NPS derived from star ratings in company reviews, while the Analytics tab uses survey responses. These differences in data sources can lead to variations in the NPS values displayed.
Your NPS data can be exported by clicking the export button here 👇
How can I use NPS in Surveys?
You can create a survey here to collect NPS responses.
