1. Net Promoter Score Template
Net Promoter Score is based on a single survey question, “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Those who score 9-10 are called Promoters and are considered to be loyal customers, repeat buyers, and advocates of the brand. Those who score 7-8 are called Passives. While they are satisfied with their purchase, they are not committed to the brand, are susceptible to purchasing the same product from a different brand in the future, and are not expected to promote the brand to other people. Those who score 0-6 are called Detractors; they are dissatisfied with their experience with your brand and could potentially damage your brand’s reputation by sharing negative feedback with others. Subtracting the percentage of Detractors from the percentage of Promoters produces a score between -100 and 100, which is the Net Promoter Score.
The value of the Net Promoter Score is manifold. It is a simple and easy to use metric that can be applied across products, business units, or individual sales associates and can be tracked over time to motivate and gauge improvement. By asking customers to explain the rationale for their rating in a follow-up, open-ended question, companies can hear customers’ feedback directly. As part of a closed loop feedback process, sharing those learnings inside the organization can help identify where performance improvements can be made, in order to increase the NPS going forward.
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2. Net Promoter Score Template1 2 3 4 5 6 7 8 9 10
Detractors
Passives
Promoters
Net Score
XX%
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