The Net Promoter Score (NPS) is a great way of knowing if your company is doing so well that someone can recommend her to others. It is a simple equation calculated using the result of survey that shows promoters (those who scored your company 9-10), Passively satisfied customers (those who scored your company between 7 and 8) and detractors those who score your company from 0-6. to find the pure promoters. From the NPS you want the number of pure promoters to improve over time and the NPS becomes your benchmark that helps the company to know if she is improving in her customer experience.I will share this with my Customer Relations Management.
Hi abhimondy1, We don't have a powerpoint on it, but we do have plenty of great resources on this topic on our website in the Newsletter section. We just wrote an article on how the Boy Scouts of America are using it titled "Scouting for Answers in a Complex Environment" and another good article titled "Improve Net Promoter Scores to Generate Trust and Treasure." We also have more videos on this topic on our channel. Thanks for your feedback.
Um, NPS is not expressed as a percentage, its a score ranging from -100 to +100. You say at the end that 38% are pure promoters. What the? 52% are pure promoters and the NPS is 38. Wow, and everyone praised the video. Scary.
Just thinking the same thing: if you detract the percentage of happy customers from the detractors, what you'd end up with is the % of people who fall into the orange medicore (7-8) category...you don't end up with the percentage of "pure promoters, those who are going to do good by your company".
I was thinking this too and wondered if there were any good comments on this, such as yours. What I don't get however is that the NPS is 38. Shouldn't this simply be 52, since NPS only considers promoters?
please help me for a issue. if we have "don't know" option in scale and 30% of total sample mark "don't know" and 70% of total mark among 0-10 point... so for the calculation of the percentages of Promoters, detractors and passive... which sample we should consider, total sample or only those who marked among 0-10 point that is 70% of total sample? please help and answer at earliest.
Schade, es fing so gut an. Aber leider ist die Aussage schlichtweg falsch, dass 52% die Promotoren wären. Die reinen Promotoren hat sie doch zuvor ausgerechnet (60 von 115 = 52%). Der NPS ist keine Kennzahl, die in Prozent angegeben wird. Beim NPS werden die Detraktoren (in %) von den Promotoren (in %) abgezogen. Insoweit ist die Gleichung richtig. Der NPS wird allerdings nicht in Prozent angegeben. Er ist ein Wert zwischen +100 und -100.
So as humans you can know everything about our intention by asking us to give you a score . As complex as humans can be , do you honestly think this method has any validity ?
Finally found someone that explained this calculation in simple english. Thank you.
So glad it worked for you!
Thanks Cammy its really a cool explanation regarding NPS looking forward for more such MR related videos.........
Very quick and presice. Great going
Thank you 🙂
Super good content and you made it really easy to understand.
Glad it was helpful!
A good product sells itself. Marketing is just there to let people know it exist.
Plain and simple.
The Net Promoter Score (NPS) is a great way of knowing if your company is doing so well that someone can recommend her to others. It is a simple equation calculated using the result of survey that shows promoters (those who scored your company 9-10), Passively satisfied customers (those who scored your company between 7 and 8) and detractors those who score your company from 0-6. to find the pure promoters. From the NPS you want the number of pure promoters to improve over time and the NPS becomes your benchmark that helps the company to know if she is improving in her customer experience.I will share this with my Customer Relations Management.
Thanks bzyarb2! We're happy you found it useful.
Thks , useful and simple, rgds from Bogotá Colombia
Hi abhimondy1, We don't have a powerpoint on it, but we do have plenty of great resources on this topic on our website in the Newsletter section. We just wrote an article on how the Boy Scouts of America are using it titled "Scouting for Answers in a Complex Environment" and another good article titled "Improve Net Promoter Scores to Generate Trust and Treasure." We also have more videos on this topic on our channel. Thanks for your feedback.
simple and awesome explaination. do you have a ppt for the same?
Great and simple information
Thanks Madam. So much..
Um, NPS is not expressed as a percentage, its a score ranging from -100 to +100. You say at the end that 38% are pure promoters. What the? 52% are pure promoters and the NPS is 38. Wow, and everyone praised the video. Scary.
Just thinking the same thing: if you detract the percentage of happy customers from the detractors, what you'd end up with is the % of people who fall into the orange medicore (7-8) category...you don't end up with the percentage of "pure promoters, those who are going to do good by your company".
I was thinking this too and wondered if there were any good comments on this, such as yours. What I don't get however is that the NPS is 38. Shouldn't this simply be 52, since NPS only considers promoters?
replace the nps with a system that takes the reviews from the work force on what's working and what's not working to fix the issues
Great Video 👍🏼 but isn’t 16% of 115 18 and not 14?
please help me for a issue.
if we have "don't know" option in scale and 30% of total sample mark "don't know" and 70% of total mark among 0-10 point... so for the calculation of the percentages of Promoters, detractors and passive... which sample we should consider, total sample or only those who marked among 0-10 point that is 70% of total sample? please help and answer at earliest.
who marked among 0-10 point
Schade, es fing so gut an. Aber leider ist die Aussage schlichtweg falsch, dass 52% die Promotoren wären. Die reinen Promotoren hat sie doch zuvor ausgerechnet (60 von 115 = 52%).
Der NPS ist keine Kennzahl, die in Prozent angegeben wird. Beim NPS werden die Detraktoren (in %) von den Promotoren (in %) abgezogen. Insoweit ist die Gleichung richtig. Der NPS wird allerdings nicht in Prozent angegeben. Er ist ein Wert zwischen +100 und -100.
wow, so useful.
What is the respondents lie??
So as humans you can know everything about our intention by asking us to give you a score . As complex as humans can be , do you honestly think this method has any validity ?
NPS is not a percentage
This doesn't seems to be right.