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  • Net Promoter Score Voice of Customer

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    Akash Malemath
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    The document discusses Net Promoter Score (NPS), which is a metric used to gauge customer satisfaction and loyalty. NPS is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters. Promoters are satisfied customers who give ratings of 9 or 10 on a scale of 0 to 10, while detractors provide ratings from 0 to 6 and represent unsatisfied customers. The remaining neutral customers with a 7 or 8 rating are considered passives. The document provides an example calculation where 70% of customers were promoters, 20% were detractors, resulting in an NPS of 50.

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    VOICE OF CUSTOMER

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    Net Promoter score

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    The document discusses Net Promoter Score (NPS), which is a metric used to gauge customer satisfaction and loyalty. NPS is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters. Promoters are satisfied customers who give ratings of 9 or 10 on a scale of 0 to 10, while detractors provide ratings from 0 to 6 and represent unsatisfied customers. The remaining neutral customers with a 7 or 8 rating are considered passives. The document provides an example calculation where 70% of customers were promoters, 20% were detractors, resulting in an NPS of 50.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    Download as pptx, pdf, or txt
    113 views5 pages

    Net Promoter Score Voice of Customer

    Uploaded by

    Akash Malemath
    The document discusses Net Promoter Score (NPS), which is a metric used to gauge customer satisfaction and loyalty. NPS is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters. Promoters are satisfied customers who give ratings of 9 or 10 on a scale of 0 to 10, while detractors provide ratings from 0 to 6 and represent unsatisfied customers. The remaining neutral customers with a 7 or 8 rating are considered passives. The document provides an example calculation where 70% of customers were promoters, 20% were detractors, resulting in an NPS of 50.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 5

    NET PROMOTER SCORE

    VOICE OF CUSTOMER

    Customer Loyalty &


    Satisfaction measurement
    “0” is Low How Likely you recommend
    “10” is High On scale of 0 to 10 ratings
    LOW HIGH

    Net Promoter Score = Voice of Customer


    It represents customer opinion
    about the company or product
    Promoters are Satisfied Customers
    Detractors are Unsatisfied Customers
    Passives are Neutral Customers
    Example: With Formula
    NPS = % Promoters - % Detractors
    500 Respondents
    350 Customers have rated 9 & 10
    50 Customers have rated 7 & 8
    100 Customers have rated 0 to 6
    NPS==%Promoters
    % Promoters = 350/500 = 70% NPS %Promoters- -%%Detractors
    Detractors
    ==70%
    70%- -20%
    20%
    % Detractors = 100/500 = 20% NPS==5050
    NPS
    NET PROMOTER SCORE
    VOICE OF CUSTOMER

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