The Net Promoter ® Score "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" If you've seen this question before, you've encountered the Net Promoter Score (NPS)—a methodology that gauges customer sentiment. Pioneered by Fred Reichheld, author of The Ultimate Question, the NPS predicts the likelihood of a customer repurchasing from you or referring your company to a friend. Calculating the Net Promoter Reichheld developed the NPS methodology, which is based on asking customers a single question that is predictive of both repurchase and referral: "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" The answers customers provide are classified as follows: 0 - 6 = "Detractors" 7 - 8 = "Passives" 9 - 10 = "Promoters" The NPS is calculated by subtracting the percentage of respondents that are labeled "Detractors" from the percentage of respondents that are labeled "Promoters": % of Promoters - % of Detractors = NPS Net Promoter Score can range anywhere from -100 to 100. To calculate your Net Promoter with the SurveyMonkey template, follow these simple steps: into an . Within your spreadsheet, identify your respondents as "Detractors", "Passives" and "Promoters" by adding up the total responses from each classification. Generate the percentage of each group by taking the group total and dividing it by the total survey responses. Subtract the percentage of "Detractors" from the percentage total of "Promoters" and this is your NPS. Example: If you received 100 responses to your survey: 10 responses were in the 0 - 6 (Detractors) 20 responses were in the 7 - 8 range (Passives) 70 responses were in the 9 - 10 range (Promoters Calculating the percentages for each group gives you 10%, 20% and 70% respectively. Subtract 10% (Detractors) from 70% (Promoters) which equals 60%. Since a Net Promoter Score is always shown as just an integer, and not a percentage, your NPS is simply 60.
The Net Promoter ® Score "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" If you've seen this question before, you've encountered the Net Promoter Score (NPS)—a methodology that gauges customer sentiment. Pioneered by Fred Reichheld, author of The Ultimate Question, the NPS predicts the likelihood of a customer repurchasing from you or referring your company to a friend. Calculating the Net Promoter Reichheld developed the NPS methodology, which is based on asking customers a single question that is predictive of both repurchase and referral: "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" The answers customers provide are classified as follows: 0 - 6 = "Detractors" 7 - 8 = "Passives" 9 - 10 = "Promoters" The NPS is calculated by subtracting the percentage of respondents that are labeled "Detractors" from the percentage of respondents that are labeled "Promoters": % of Promoters - % of Detractors = NPS Net Promoter Score can range anywhere from -100 to 100. To calculate your Net Promoter with the SurveyMonkey template, follow these simple steps: into an . Within your spreadsheet, identify your respondents as "Detractors", "Passives" and "Promoters" by adding up the total responses from each classification. Generate the percentage of each group by taking the group total and dividing it by the total survey responses. Subtract the percentage of "Detractors" from the percentage total of "Promoters" and this is your NPS. Example: If you received 100 responses to your survey: 10 responses were in the 0 - 6 (Detractors) 20 responses were in the 7 - 8 range (Passives) 70 responses were in the 9 - 10 range (Promoters Calculating the percentages for each group gives you 10%, 20% and 70% respectively. Subtract 10% (Detractors) from 70% (Promoters) which equals 60%. Since a Net Promoter Score is always shown as just an integer, and not a percentage, your NPS is simply 60.
Net%20Promoter%20System.docx