NPS®

Net Promoter Score

A customer loyalty and satisfaction measurement.

NPS questions notes

How it works

Net Promoter or Net Promoter Score (NPS®) is the percentage of customers who rate their likelihood to recommend a company, a product, or a service to a friend or colleague as 9 or 10 ("promoters") minus the percentage rating this at 6 or below ("detractors") on a scale from 0 to 10.

Respondents who provide a score of 7 or 8 are referred to as "passives" and enter into the overall percentage calculation. The result of the calculation is expressed without the percentage sign.

An NPS management tool is used to measure customer satisfaction and has been proven to aid with revenue growth. Therefore, it’s no surprise that it’s been widely adopted by Fortune 500 companies and many other smaller organizations.

Companies, employers, or other bodies ask customers, employees, or other respondents such as resellers, implementation partners, and suppliers questions. NPS® ranges between −100 (all respondents are "detractors") and +100 (all respondents are "promoters"). Scores vary substantially between industries, so a good score is simply one whose trend is better than that of competitors in the same industry, as measured by double-blind benchmark research.

With We Help, identify your customers is piece of cake!

Icon disk promoter
Promoters - Score 9 or 10

The reality is that the most enthusiastic employees can do wonders for your business. They’re likely to act as your ambassadors, enhance your brand’s reputation, and increase your referral flows. All things that are essential for your company's growth.

Icon disk passive
Passives - Score 7 or 8

While passive employees are unlikely to promote your company, the chances of them damaging it with negative word of mouth are slim. Even though they’re not included in the NPS® calculation, passives are often very close to being promoters, especially when they receive a score of 8. So it’s well worth your time to do whatever you can to win them over.

Icon disk detractor
Detractors - Score 0 to 6

Watch out for detractors. Not only are they unlikely to recommend your company to others, they’ll probably leave and even worse, actively discourage potential good employees from your business.

NPS flying cards

Collect employees feedback the right way with the right tool

Email

High conversion rates, easy setup and customized survey layouts. To collect NPS® data, email your employees and invite them to fill out a survey. The best time to do this is after a project or other key interaction with your company or team members.

Website Widget

Our widget lets you capture employee feedback while they’re still in your system. You can add our widget to your main conversion pages, for example, right after they log in or before they log out.

Link

We love this one! You can quickly and easily generate a unique survey link and share it on QR codes, chats, instant messengers, email, social media outlets, and many other places.

SMS

Don't want to send the survey to employees via email? SMS is a good alternative as long as you don’t mind the additional charges.

NPS flying cards

With We Help, identify your customers is piece of cake!

Icon disk promoter
Promoters - Score 9 or 10

The reality is that the most enthusiastic employees can do wonders for your business. They’re likely to act as your ambassadors, enhance your brand’s reputation, and increase your referral flows. All things that are essential for your company's growth.

Icon disk promoter
Passives - Score 7 or 8

While passive employees are unlikely to promote your company, the chances of them damaging it with negative word of mouth are slim. Even though they’re not included in the NPS® calculation, passives are often very close to being promoters, especially when they receive a score of 8. So it’s well worth your time to do whatever you can to win them over.

Icon disk detractor
Detractors - Score 0 to 6

Watch out for detractors. Not only are they unlikely to recommend your company to others, they’ll probably leave and even worse, actively discourage potential good employees from your business.

NPS flying cards
NPS flying cards

Collect employees feedback the right way with the right tool

Email

High conversion rates, easy setup and customized survey layouts. To collect NPS® data, email your employees and invite them to fill out a survey. The best time to do this is after a project or other key interaction with your company or team members.

Website Widget

Our widget lets you capture employee feedback while they’re still in your system. You can add our widget to your main conversion pages, for example, right after they log in or before they log out.

Link

We love this one! You can quickly and easily generate a unique survey link and share it on QR codes, chats, instant messengers, email, social media outlets, and many other places.

SMS

Don't want to send the survey to employees via email? SMS is a good alternative as long as you don’t mind the additional charges.

Fred Reichheld

The creator of the NPS® - Net Promoter System

His work in the area of customer and employee retention has quantified the link between loyalty and profits.

Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty and he is also a LinkedIn Influencer, a member of a group of corporate leaders and public figures who are thought leaders in their respective fields.

The NPS® metric was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article, "The One Number You Need to Grow". Its popularity and broad use have been attributed to its simplicity and its openly available methodology.

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