Back Office Tools and the Net Promoter Score (®)

The Net Promoter Score, or NPS, is a customer satisfaction benchmark that rates the likely hood of your customer recommending your product or service to someone else.  Your customer rates you on an NPS scale that begins at 0 (unlikely) and ends at 10 (likely).  The scores are then transformed into a -100 to +100 NPS score.

NPS Survey

An NPS survey is typically a simple, one question survey that may be emailed to your customer or delivered through an in-browser or in-product pop-up form.  At Back Office Tools, we deliver the NPS survey via an emailed link.

Once you click on the link, you will see the NPS survey below.  It includes a text box asking for a free form response from the recipient.  The recipient may also add hashtags to reinforce important topics.

eNPS Survey Form

The text response provides invaluable feedback on the satisfaction or frustration of your customer, reader, or subscriber.  Initially, NPS was company-focused, but now you see the NPS rating in a wide variety of settings including internally focused surveys. 

NPS surveys at Back Office Tools are anonymous.  And once the recipient has submitted his or her response, the link is no longer active.

NPS Rating

An NPS survey asks the recipient to rate your company or product on a scale from 0 to 10.  The 0 to 10 rating is bucketed into three categories of respondents.  These include promoters, passives, and detractors. 

Promoters – a rating of 9 or 10 classifies the survey taker as a promoter.  These are enthusiasts of product and very likely to recommend your product or service to someone else.

Passives – a rating of 7 or 8 classifies the survey taker as a passive.  They may like your product or service but are indifferent.  They are riding the fence and have the potential to slip or up down the scale.

Detractors – a rating from 0 to 6 classifies the survey taker as a detractor.  They are unhappy customers or readers who would not recommend your product or service. 

eNPS Rating

How to Caclculate an NPS Score

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The calculation of the NPS score is straight forward.  The steps are outlined below.

  1. First, calculate the percentage of respondents who rated you as a promoter (9 or 10).
  2. Second, calculate the percentage of respondents who rated you as a 0 to 6.
  3. The net promoter score is calculated by subtracting the % detractors from % promoters.

That’s it!  An example NPS calculation below. 

eNPS Calculation

But don’t worry!  We do the NPS calculation for you.  Our NPS dashboard displays your current NPS score and the percentages by response type.

eNPS Score
eNPS Score by Category

What is a Good NPS Score?

You started surveying your customers and are receiving responses.  How what?  What is a good NPS score? 

As you can see below, there are several interpretations as to a good NPS score.  Of course, once you send out your initial survey, that score will be your internal benchmark to improve upon.

Good NPS Score

Action Item

With today’s technology there is no excuse for not asking for feedback.  You may think that you have the best website, product, or culture, but you don’t know until you ask for honest feedback.

Think about the areas in your business that would benefit the from actionable feedback.

Note:  NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.