It is a common CX metric to track since studies demonstrate it has a clear correlation with ROI. "How plausible is it that you would suggest the product to a partner or friend?" is asked in the NPS survey. Customers answer on a scale of 1 to 10, and their replies are then sorted into categories based on the points they get. Take the proportion of promoters and subtract the percentage of detractors to achieve a value between -100 and 100 for your company's NPS.
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Outline
Net Promoter Scale
DETRACTORS 0-6
DETRACTORS
Rate you from 0 - 6
Require proactive outreach to mitigate brand damage
Are not particularly satisfied by your product or service
PASSIVES 7-8
PASSIVES
Rate you between 7 - 8
Are susceptible to competitive offerings
Are left out of the NPScalculation
PROMOTERS 9-10
PROMOTERS
Rate you between 9 - 1O
Are loyal and likely to repurchase from you
Fuel viral growth through word of mouth
Net Promoter Scale
1
60
Net Promoter Scale
DETRACTORS
Rate you from 0 - 6
Require proactive outreach
to mitigate brand damage
Are not particularly satisfied
by your product or service
PASSIVES
Rate you between 7 - 8
Are susceptible to competitive
offerings
Are left out of the NPS
calculation
PROMOTERS
Rate you between 9 - 1O
Are loyal and likely to repurchase
from you
Fuel viral growth through word of
mouth
DETRACTORS 0-6
PASSIVES 7-8
PROMOTERS 9-10
Net Promoter Scale
DETRACTORS 0-6
DETRACTORS
Rate you from 0 - 6
Require proactive outreach to mitigate brand damage
Are not particularly satisfied by your product or service
PASSIVES 7-8
PASSIVES
Rate you between 7 - 8
Are susceptible to competitive offerings
Are left out of the NPScalculation
PROMOTERS 9-10
PROMOTERS
Rate you between 9 - 1O
Are loyal and likely to repurchase from you
Fuel viral growth through word of mouth
Mind Map
Outline
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This work was published by EdrawMind user Oliveettom and does not
represent the position of Edraw Software.