NPS overview

Firstly, what is NPS?

Net Promoter Score (NPS) is a metric for assessing customer loyalty for a company’s brand, products or services. You calculate your NPS using the answer to a key question, using a 0-10 scale: ‘How likely is it that you would recommend [brand] to a friend or colleague?’ This is called the Net Promoter Score question or the recommend question.

The respondents are then grouped into three groups:

  • Those who selected either 9 or 10 are classified as promoters.
    They are enthusiastic about the products or services provided and are most likely to tell others.
  • Those who select either 7 or 8 are classified as passives.
    These are people who are not actually dissatisfied but are unlikely to either promote or criticise the product or service.
  • Those who select scores from 0 to 6 are classified as detractors.
    These are people who will most likely not become repeat customers and are most likely to disseminate negative remarks about the product or service.

The Net Promoter Score is calculated by subtracting the percentage of respondents who were detractors from the percentage who were promoters. The score itself can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CXAdrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. You can find the video here.

How Customer Thermometer calculates NPS® using 4 icons

Customer Thermometer provides (up to) 4 possible responses for your Ultimate Question.

We assign the 10-0 scale across our 4 point ratings scale in the following way:

10, 9 (GOLD responses) = Promotors
8,7 (GREEN responses) = Passives
6-0 (YELLOW & RED responses) = Detractors

We calculate your NPS using the following method:
[%age GOLD responses – (%age YELLOW + %age RED responses)] = Net Promoter® Score.

We also offer the option to use a full NPS scale using 11 (0-10) individual icons instead of four as shown above if you’d like to use a dedicated NPS question.

Enabling Net Promoter® Score

Click “Settings” on the top navigation menu, then open the Net Promoter Score menu.

Enable NPS by choosing “yes” from the dropdown and click the green “Save NPS Settings” button.

This will enable NPS reporting on your main dashboard, each of your Blast breakdown screens and your Thermometer set up screens.

Options for measuring NPS

There are two options to send your NPS surveys.

You can send Email Thermometer NPS surveys or embed NPS survey buttons in within an email (often in a footer) sent from a third-party application such as Salesforce, Zendesk, Outlook or similar.


Updated on September 7, 2020

Related Articles