NPS and How to calculate

NPS
Presenter: Ho Trung Thanh
 NPS
• Net Promoter Score (NPS) is a measure used to gauge
customer loyalty, satisfaction, and enthusiasm with a company
that's calculated by asking customers one question:

On a scale from 0 to 10, how likely are you to recommend this

product/company to a friend or colleague or family member

Source: https://www.hotjar.com/net-promoter-score/ : how to collect

NPS

So what does the NPS really tell us?

• The net promoter score tells us if the majority of our customers are having
a great experience ("promoters"), or a bad experience ("detractors").

• To do a net present value survey, you must ask customers the following
question: On a 1-10 scale (10 being the most), how likely is it that you
would recommend our product/service to a friend or colleague?
Source: https://www.netpromoter.com/know/
 NPS
• Based on this data, the net promoter
score calculation is very simple,
you just do a simple equation:

NPS = % of Promoters - % of Detractors

Source: https://www.netpromoter.com/know/
NPS
• PROMOTERS (score 9-10) Customers having a great experience (promoters), they will
help us grow. They will be less price sensitive, have high retention (be very loyal),
perceive our product as having high value, and refer our product to other people.

• PASSIVES (score 7-8) Customer having a good but not great experience (passives)
probably won't refer us to friends, but also won't hurt our brand. These people don't really
help or hurt the growth.

• DETRACTORS (score 0-6) Customers having a bad experience (detractors), they will
write us bad review publicly, have low retention (be very likely to switch / cancel), be
very price sensitive, and will damage our brand. Source: https://www.netpromoter.com/know/
Requirements
• What is NPS and what are its objectives?
• Deeply understand NPS and why is NPS important in
business?
• How to calculate NPS and apply formula into real data
on Excel first.
• How to improve NPS
Sources:
1. https://www.hotjar.com/net-promoter-score/ : how to collect
2. https://www.hotjar.com/net-promoter-score/improve-nps/