Net Promoter Score, NPS

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Want to know everything about the Net Promoter Score?

Then you’ve come to the right place! Read here everything about what NPS entails and how you can use it in practice so that you not only measure, but also improve:

How do you measure the net promoter score? The NPS question

Within the NPS there is one ultimate question, namely customer loyalty. The central question is: ‘How likely is it that you would recommend product/service/company X to friends or family?’

How do you calculate NPS?

First you start with the NPS question; How likely is it that you would recommend our product to friends or family? The customer answers this question with a number on a scale from 0 to 10. Where 0 means he would not recommend it and 10 means he would definitely recommend it. Then a number of additional questions are asked to find out the reason for the score.

Based on the answers, you divide the customers into three groups: detractors, passives and promoters. To calculate the nps score, you take the percentage of promoters (that is, those who gave a 9 or a 10) and subtract the percentage of detractors from that. The result is an absolute score, not a percentage. This score is between -100 and +100.

Example Calculate NPS

A company conducted an NPS survey and asked 100 customers the NPS question: Would you recommend us? 50% of the customers give a 9 or a 10, 30% a 7 or an 8 and 20% give a number between 0 and 6. The NPS score then becomes 50% – 20% = 30.

What is a good NPS score?

How do you determine what an NPS score between -100 and +100 means for your organization? It is important that the objectives for your organization are realistic but also challenging. Blindly staring at benchmark figures makes little sense. Many factors influen