What is a NPS Score?
If you had just one number to help you gauge how your company is regarded by customers, it's the Net Promoter Score (NPS®).
To learn all there is about NPS, take a look at this article.
If you want to understand how it's calculated, that's easy.
On Homeslice, when someone reviews a product or service, they are presented with a few star ratings and a zero-to-ten scale question that asks a simple question. What is the likelihood you would recommend Brand X to a friend? Homeslice then uses this ten-point scale to calculate your NPS.
- First, we add up the number of responses provided for each score.
- Then we group the responses by score. (Promoters are 9s and 10s; Passives are 7s and 8s; Detractors are 6s and below).
- Finally, we subtract the percentage of Detractors from the percentage of Promoters.
This is your NPS.
The Net Promoter Score is an index that ranges from -100 (absolute worst) to +100 (absolute best) that measures the likeliness of your customers to recommend your product to their peers.
UserPilot says, "A positive NPS or NPS above 0 is considered "good". Anything more than +30 would be considered excellent."