This question can be answer on the company’s website (via a pop-up, for example) or in an email sent to customers. Either way, once you’ve gather the answers, it’s time to do the math.
As we have seen, the methodology indicates that three main groups should be defin and separat, according to the percentage of each one. Thus, i of detractors from the promoters.
Neutrals are left aside at least for now
Therefore, we can define NPS with a very simple formula:
NPS = promoters – detractors
To make it easier to understand, let’s give an example. Let’s suppose you sent an email with the question that guides the study: “On a scale of 0 to 10, what are the chances that you would recommend our products to your friends?”
Your company gets, say, 200 responses to a survey. Of the total number, 20 customers gave a score between 0 and 6, which would represent 10%. On the other hand, 100 people gave a score of 9 or 10 — that amazon data is, 50% of the people who respond to the survey.
Finally, 80 people (40% of respondents) gave it a 7 or 8. Taking all these numbers into consideration, the company’s NPS would look like this:
Neutral customers are not includ
The final formula because what NPS calculates is the proportion between loyal customers and those who have distanc themselves from your company. In any case, it is possible to how to correctly create a sales onboarding outline strategies for all of them , as we will see below.
How to use the NPS calculation in a practical way?
As we have seen, our example mobile list generat a score of 60. This score It is enough to subtract can be consider very good, but with room for improvement.