The customers they are one of the most relevant aspects for any business, since they are the ones who will end up acquiring the products or services offered. In addition, they can be a key factor for publicize a company and attract new users. For this reason, it is always important to take into account and keep track of the satisfaction of customers, so that in the future they help you boost the increase of the business.
What is Net Promoter Score?
When we talk about Net Promoter Score either NPS is an indicator that measures the probability that customers will recommend a business based on the level of satisfaction that they present with respect to their experience. Thus, despite being seen as a simple calculation, it is of great importance for companies and brands, as it allows them to evaluate different aspects of their business.
Through this calculation it is possible to isolate the weak points of the presented business model and improve them in order to provide a better experience for consumers. Which can end up translating into higher referral opportunities and therefore a better NPS rate.
In this sense, we must remember that recommendation marketing is a great growth tool for companies, even more so when it does not merit large investments in itself.
How is NPS calculated?
The formula to calculate the NPS is quite simple, since it consists only of subtract the percentage of detractors to the percentage of promoters, which results in the NPS. Now, how do we calculate these percentages? Well, this is where the heavy lifting of this metric really begins.
In order to determine these two factors, we must evaluate the level of satisfaction of consumers, which we achieve by recovering their opinions about their experience with the business. This information is obtained through surveys with questions such as: How likely are you to recommend this to a friend? How would you rate your experience with our platform? Would you recommend our product to a friend?, among others. In order to measure user responses, a scale of 0 to 10 is used. In which 0 means that it is not likely that they will make a recommendation, and 10 that it is very likely that they will do so.
Once the parameters for this evaluation have been established, it is time to categorize the responses in order to obtain the percentages necessary to perform the calculation. In this case, clients can be divided into three types according to their response: detractors, Passives Y Promoters. The detractors are those whose answer is between 0 and 6; the answers located between 7 and 8 belong to the passive ones; and the responses of 9 and 10 belong to the promoters.
Based on these premises, it would only be necessary to do the sums and calculate the respective percentages to obtain the NPS, taking into account that the more promoters we have, the higher our NPS index will be.
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