The task is not only based on knowing what the Net Promoter Score is, but on knowing this metric in depth and getting the most out of it. There are three levels that allow you to know how satisfied your customer is with your business. Let’s see:
- Promoters: These are the customers buy telemarketing data who don’t hesitate to rate you with a 9 or 10. They feel enthusiastic and willing to recommend your business to their family and friends.
- Passives: This group of customers rates you a 7 or 8. You can tell they are satisfied with your product or service, but they are not as excited as promoters.
- Detractors: Customers who rate you from 0 to 6 fall into the detractor group. For some reason, they feel dissatisfied with your products or services and may spread their bad experience to others. All of this ends up damaging a company’s reputation.
How to calculate your Net Promoter Score? Apply this formula
Once you have collected all your customer ratings, it is time to calculate your NPS to find out how your customer satisfaction level is.
To make an accurate calculation, you need to subtract the percentage of detractors from the percentage of promoters. The formula is as follows: (Promoters – Detractors) ÷ Total respondents.
To keep things simple, let’s assume that 10,000 customers answered your question and 8,000 of them gave you a rating of 9 or 10, another 800 people gave you a 9 mitos sobre correspondência não solicitada rating of 7 or 8, and the remaining 1,200 gave you a rating of 0 to 6.
Take a calculator and type in 8,000 – 1,200. The result is 6,800. Then, you have to divide those 6,800 by 10,000, which is the number of respondents. Final result: 0.68 or 68%.
Now, is that a good result? A President with a 68% approval rating is surely happy, but when we talk about NPS there is a table that tells you how positive your result is. We share it with you below:
- From 75% to 100%: excellent
- From 50% to 74%: very good
- From 0% to 49%: reasonable
- From 100% and -1%: bad
Using the example we used, your rating falls into the second range, that of “very good.” Although this is an acceptable result, it serves as inspiration for making decisions that help raise the level of satisfaction to the “Excellent” scale.
7 questions you can use in NPS
Being confined to a single type of question is not an option when you can take advantage of the NPS resource to learn about vital aspects of your business. For example, there are specific questions to measure the customer service system, prices, product quality, reason for choosing the product, stages of the purchase process and more.
We want to leave you a list of 7 questions that you can apply in your company to measure the NPS:
- On a scale from 1 to 10, how much would you recommend our product/service to a friend or family member?
- On a scale of 1 to 10, how likely are you to purchase our product/service again?
- How would you rate your overall experience with our business on a scale of 1 to 10?
- On a scale of 1 to 10, what percentage of our products/services have helped you solve a problem?
- On a scale of 1 to 10, how fast is our customer service system?
- You who have tried our technical support service, how efficient did you find it on a scale of 1 to 10?
- How do you rate the quality of our product/service on a scale of 1 to 10?
These types of questions allow you to obtain concrete results. If the customer believes that buying your product was the best thing that could have happened to them in their life, by giving you a 10, you will know that they are a happy customer.
In this case, you don’t need the customer to write you a super review explaining why your product is the best. What is your satisfaction? That customer will spread the word about your business to his or her surroundings.
Which NPS is right for your business?
You are free to apply this tactic as many times as you want during the year. But do it with a clear objective. Sometimes knowing the general database d opinions of your clients does not allow us to know the micro aspects of your business.
What do we mean by this? The ideal NPS for your business will depend on the area you want to address. Assuming that you have incorporated a new product into your business and have been selling it for three months, you can ask a question to find out how the customer rates the quality of the product.