NPS®

Learn more about NPS

Everything what you need to know about NPS® here!

01
What is NPS®?

NPS® is the abbreviation for Net Promoter Score. It evolved to Net Promoter System and is a survey methodology that measures the loyalty of a given audience to a company, product, brand, or service consumed.

02
Where did the NPS® come from?

Created by Fred Reichheld in mid-2003, NPS® was a methodology presented in detail in the book "The Ultimate Question2.0", which became a best-seller and is applied in several companies around the world.

03
What is the NPS® used for?

In a very simple and easy-to-interpret way, the Net Promoter System shows in numbers how satisfied your customer is and how loyal he is to your brand, which can bring a better understanding of what he wants and where you can improve.

NPS questions notes
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Customers in categories

Detractors

these are customers who give scores between 0 and 6 to the question, "On a scale of 0 to 10, how likely are you to recommend company x to a relative or friend?" They are dissatisfied customers, criticize the company, and would not buy from them again. Learn how to convert detractors into promoters;

Passive

There are also passive or neutral customers who give scores of 7 and 8. These customers would easily switch to another brand because they are satisfied customers, but they are not loyal;

Promotores

these are the ones who give a score of 9 or 10 and are considered brand promoters. These are people who, besides being loyal to the brand, also encourage their friends/family to do the same, refer new customers, and boost the company's growth and profits.

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How to calculate

The NPS of a company is obtained from the % of Promoters - % of Detractors, let's do your example:
How to calculate

4 NPS Zones

Crisis Zone - NPS between -100 and -0.1

When NPS is negative, it means that the company has more dissatisfied customers than satisfied ones, and quick action is needed to solve the problems.

Zona de Aprendizado - NPS entre 0 e +50

When the NPS is below 50, it means that there is a small difference between satisfied and dissatisfied customers, i.e. there is a lack of consistency in delivery. We call it learning because the most important thing (depending on the composition of the score) is to learn what customers value and don't value in the brand/product/service.

Improvement Zone - NPS between +50 and +74.9

In the improvement zone the company already has a more consistent delivery, since to be in this range, the company needs to have at least 50% of promoting customers and cannot have more than 25% of detracting customers. The focus is on perfecting the delivery.

Excellence Zone - NPS between +75 and +100

The company that is in this zone has extensive knowledge of the demands and desires of its customers, since at least 75% of its customers are delighted and loyal. To be in this range the company must also have no more than 12.5% detractors. The search is for the occasional detail of what to do to delight those few missing customers.

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How can Wehelp help you?

WeHelp will help you by providing the best information for your company. This way you will be able to make better decisions, adjusting what is necessary so that you have more promoter clients and less detractor clients for your company. Learn fast, fix fast, that's how Wehelp helps you improve continuously!

Companies that experience steady growth in NPS increase their profitability. The more loyal customers, the higher the revenue. The fewer detracting customers, the less churn. The more satisfied customers, the lower the cost of acquiring new customers...

Put your company in the virtuous cycle of sustainable growth.