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What is a good net promoter score? (and how to get a better NPS)

Jan 16, 2023 5 min read
What is a good net promoter score? (and how to get a better NPS)

Sena Akman

Any score above 0 would be regarded as "good" from the NPS perspective because there are more Promoters than Detractors. You would need to concentrate on converting Detractors into Passives if you wanted to be above average, which requires a score of at least 50.

An excellent Net Promoter Score of 100 is almost impossible for any organization to achieve. In this article, you can discover what a ‘good’ score looks like in your industry and how to use NPS beyond simply benchmarking.

What exactly is a good Net Promoter Score?

Generally, a Net Promoter Score NPS below 0 would be a warning that your company has a lot of problems to solve. There is still an opportunity for improvement, even if your score is 0 to 30. Your business is doing well and has many more satisfied customers than dissatisfied ones if your NPS exceeds 30. An NPS above 70 indicates that your clients adore you and are spreading the good news about your business. The better your NPS, the more probable those customer recommendations will result in more leads and, ultimately, more sales for your business.

An NPS of -100 would suggest your user base is composed solely of detractors and no promoters. An NPS of 100 is all promoters and no detractors. Any NPS score above 0 is "good." It means that your audience is more loyal than not. Anything above 20 is considered "favorable." The sound NPS system is that above 50 is excellent and above 80 is world-class.

Try your best to keep a score higher than 0. Even while you may have a better NPS than others in your area, being below zero can be demoralizing and raise concerns about the quality of the supplied customer experience. Behind every customer satisfaction survey measure, a series of factors influence it. 

The definition of a "good NPS" will vary by industry and nationality

  • Variations between cultures: Cultural differences can impact NPS findings, whether you're running a survey spanning multiple countries or a poll to represent each global office's regional NPS performance. It is crucial to consider these diverse attitudes, deeds, and expectations. 
  • Variations across industries: Your industry may affect your NPS scores. Making a survey is different according to industry. It's challenging to satisfy everyone in some sectors. Changes in NPS results were brought on by events close to the time of the survey responses and drastically changed satisfaction levels. In other words, the company's industry should be considered when evaluating the NPS survey tools.

Why does getting a good Net Promoter Score matter?

NPS plays an essential role in the business world. You can measure customer experience by using the Net Promoter Score tool. A good score can measure NPS, revenue ratio, profit or loss, customer-based satisfaction score, and loyalty. The numbers form the basis for organizations to set goals and performance indicators. 

Consumers not only have the power to make their own purchasing decisions, but they also have the power to influence the purchasing decisions of others. With NPS, we get the chance to measure this decision rate.

  1 - It helps you identify weak points

Finding out which customers are unsatisfied is one of the most significant benefits of a good NPS survey template. A single error could lose your business even if you had the utmost effort to execute everything correctly. One negative brand encounter may destroy the reputation you spent years developing. Unhappy customers share their negative encounters with others. No corporation can put its name and profits at stake. Therefore, it's crucial to gauge NPS. After identifying the detractors, the next step is to find the reasons behind their dissatisfaction and focus on improvement.

  2 - Create a channel for Customers

Creating NPS surveys allows you to communicate with customers. It might be a starting point for new concepts and a deeper awareness of their needs. It provides insight into their company outlook and current business situation. Based on that, you can determine how likely they are to stick with your business. 

  3 - Use NPS for customer service analytics

Understanding how your users feel about each product feature or other areas of product or service, like customer support, may be done by combining use records with good Net Promoter Score survey data.

  4 - Gain new customers

People trust word-of-mouth referrals; hence, when they are referred to any business by their friend or colleague on social media, they are more likely to make a purchase.

  5 - Spot customers at risk of churn

Customers' brand loyalty is essential. To ensure customer brand loyalty, requesting the service they receive from your brand with the NPS tool reduces the likelihood of the brand losing customers.

Actionable tips to get better results from your NPS surveys

You can use some of the advice to raise your net promoter score. Establishing a baseline NPS score involves first gathering customer input. You can utilize the information collected to address the areas needing improvement, eventually increasing customer satisfaction.

  • Adjust the technical issues: Net Promoter Score survey design and deployment are complex, with several moving parts. If you are handling this yourself rather than going through a reputable market research agency, ensure that all those moving parts operate smoothly.
  • Increase customer tolerance: Different verticals have varying degrees of tolerance. Customer tolerance is the risk that your customers may become angry with your brand if you cannot meet their wants immediately.
  • NPS survey sample size: A survey’s sample size can impact the NPS result. You have more chance of skewed results with smaller sample sizes than with larger ones. Having more Detractors over Promoters – make a significant difference to the NPS when the sample is small. 
  • Well-designed websites or mobile apps: Mobile applications and websites are the two main touchpoints in your consumer journey. The user experience will be harmed by poorly designed websites and mobile applications, which will be evident in negative ratings.
  • Make the NPS experience simple and straightforward: Customers avoid complex questions. With a simple Net Promoter Score survey tool, you can increase customer satisfaction and increase participation in NPS.

Conclusion

In conclusion, defining a "good" score is hard. Unfortunately, there is only one solution that works for some. Scores vary greatly based on the industry and size of the business. Net Promoter Score implies that to understand where you stand correctly, you need to compare your score to that of rivals. Given the available -100 to +100 range, any score above 0 reads as ‘good’ because it indicates that a business has more promoters than detractors. Any score below 0 indicates that a company has more detractors than promoters. 

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