Want to take a better look at your NPS? Try our fast, free calculator.
Your detractors are those who are most likely to speak badly about your company to others and have negative feelings toward your business. This group rates you between a 0 and a 6.
Your passives are customers who are the most at risk for being swayed easily. They can become a detractor or a promoter easily. They rate you between a 7 and an 8.
Your promoters are those who talk highly of you to other people. They rate you between a 9 and a 10.
NPS stands for net promoter score, and it refers to a standardized satisfaction rate that businesses use to determine how pleased customers are with their business.
Typically, businesses ask clients the following question to rank how customers feel about their companies.
“How likely would you be to recommend (your business) to a friend or colleague?”
This question tends to yield a well-rounded opinion of your business since dissatisfaction will cause customers not to recommend you, while high satisfaction will make them more likely to recommend you.
Although businesses use this question to prompt customers, you can take a lot more from your NPS than just how likely customers are to recommend you.
For example, you can get an overall feel for whether you’re running your business in a way that customers enjoy, if your services are effective, or if your products are high-quality.
Although you won’t have detailed insight into these metrics, different scores can prompt you to ask more detailed questions to figure out where you can improve.
One of the most common questions when it comes to NPS is “What is a good NPS score?”
That’s a valid question, especially since the ranking scale varies from -100 to 100.
Although we’d love to give a solid answer, it’s not that simple. Every industry has benchmarks for a “good” NPS score, making a “good” NPS score different for every industry. There is, however, a basic scale that looks something like this.
However, if you want to best understand your NPS, it’s best to look at benchmarks by industry.
For example, in the professional services industry:
On the other hand, in the technology industry:
As you can see, a “good NPS score” varies across industries, so before you rate yourself, be sure to check your industry benchmarks first!
Below, we outline the 2019 NPS benchmarks for each industry with data from Retently.
So, what goes on behind the scenes of our NPS calculator?
Here’s how we calculate your NPS and here’s how to calculate NPS manually if you choose!
Number of promoters - Number of detractors / Number of responses x 100
You’ll start by subtracting the number of detractors, or those who rate your business lower than a six, from the number of promoters, or those who rate your business a nine or a ten.
You’ll then divide that number by the total number of responses and multiply that number by 100 to get your NPS or customer satisfaction score calculation.
An NPS calculator takes all the guesswork out of your manual calculations. If you want to be sure that you’ve calculated correctly, use a free NPS calculator like the one we’ve provided!
An NPS calculator allows you to input the number of detractors, passives, and promoters of your business, and gives you an instant customer satisfaction score calculation.
No manual math and no checking it twice — our NPS calculator calculates accurately every time.
If you’ve never heard of an NPS calculator before, it’s easy to wonder about the benefits you’ll reap by using one.
So, what are the benefits of using an NPS calculator?
Keep reading to learn more!
Manual math calculations can be a real pain — especially with something like NPS. With so many moving parts (detractor tally, passive tally, promotor tally), it’s hard to keep everything straight.
One of the top benefits of using an NPS calculator is that you don’t have to do any manual math. You’ll get the accurate answer every time, and fast.
Not only that, but you can easily pop different numbers into each field and get a new, updated, accurate answer for your NPS. This allows you to stay on top of your NPS at all times — even when you tweak just a single number of detractors, passives, or promoters.
If you use an NPS calculator, you likely have some concern with customer satisfaction. On the other hand, you may not have any concerns at all and simply want to see how you stack up to your competition.
Either way, when you use an NPS calculator, you’ll gain real insight into how your customers see you and your business. You’ll also see if a majority of customers are satisfied or dissatisfied.
Whether you score high or low on your NPS calculation, you can gain valuable insight into your company.
If your NPS score is high:
You know your business is doing something right. You likely don't have to implement any major changes, but you shouldn't slack off, either!
If your NPS score is low:
Your business has some areas of improvement. You likely won't know those exact areas right off the bat, but a low NPS score can prompt you to provide customers with more detailed surveys to find out where you're falling short.
Regardless of your customer satisfaction score, you’ll gain valuable insight into what direction you need to take your company — whether that be in a new improved direction, or the same direction you’ve been traveling.
If you’re less than satisfied with your NPS score, don’t’ worry — we have some suggestions for how you can improve!
The first step in improving your NPS is to check it often. If you don’t have a constant understanding of how customers think of you, you won’t know if or how to supplement their scores.
For example, if you have an NPS of 35 in November and drop to a 32 in December, you can draw some conclusions that whatever change you made to your business in that time frame wasn’t a good one.
On the other hand, if your NPS increases monthly, you know that whatever changes you’ve implemented make a positive difference.
Your NPS is simply a benchmark of how likely customers are to recommend you to people they know. It doesn’t give detailed information about why a customer gave you the score that they did, which can make it hard to pinpoint exactly what you need to do to improve.
Sending surveys to current customers about their experience is a great way to get the information you need to improve your business.
For example, you could offer a survey at the same time you ask for an NPS rating to ask users why they selected the rating they did. Ask them to be as detailed as possible so that you can take the best possible course of action to improve.
The first person that a customer speaks to at your company leaves a first impression on them that can last a lifetime. If they call in to order one of your services and speak with a rude receptionist, they likely won’t think very strongly of your business — even if you provide the best services on the planet.
It’s important to take inventory of your client-facing team and provide them with the training and resources they need to be the very best they can be when it comes to customer interaction.
After all, customer interaction can make or break your NPS score.
Are you having a hard time increasing your NPS? Are you dissatisfied with the rankings you’ve calculated? If so, WebFX can help!
We’re a full-service digital marketing agency that can help you increase your NPS in many ways. We can help you do the following to boost your NPS score:
And that’s just the beginning!
With an NPS of 84 ourselves, we know how to secure a top NPS score in your industry.
We can’t wait to help you get there!
Contact us online or give us a call today at 888-601-5359 to talk more about online marketing and how we can help you increase your NPS!