Calculating the results Calculate PNS Once you've managed

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In addition, users usually appreciate the opportunity to express their opinions and see that brands take them into account. Not all of these questions need to appear in the survey. It is best to plan carefully what the structure would be best suited to the needs you have at that moment before you start asking them. to survey a representative sample of customers, it's time to measure the results. Respondents will give answers ranging from 0 (would not recommend) to 10 (almost certainly will). They will then be divided into three categories that will establish the NPS score: Promoters will be those who have marked options 9 or 10. They are loyal and enthusiastic customers . Passives will be between 7 and 8. They have been satisfied but not motivated enough to recommend the product.


Detractors will be those who give a response nursing home care service email list from 0 to 6. The lower the score, the more dissatisfied they are. Some even discourage others from buying the brand. To calculate the final Net Promoter Score, simply subtract the percentage of detractors from the percentage of promoters . That is, if 15% of respondents are detractors, 5% are passive, and 80% are promoters, your NPS score would be 80-15 = 65. What you can use the data extracted from your NPS surveys for The Net Promoter Score has many applications. It provides a general metric to track and allows you to monitor improvements in a product, service or organization . But there are many more factors that influence NPS. Taking customer service call center agents as an example, one agent may be getting an NPS score of 78 while another agent gets an NPS of 32.