💡 Net Promoter Score (NPS) is an indicator to measure overall satisfaction and customer loyalty with your brand's product or service.
The NPS is calculated using the answers to a single question:
On a scale of 0 to 10, how likely are you to recommend the product or service to a family member or friend?
To do this, they are asked to rate on a scale of 0 to 10, where 0 is very unlikely 👎 and 10 is that they would definitely recommend it 👍 . According to the results, customers are classified into:
Promoters (P): Those who respond with a 9 or 10. These are customers who are very satisfied and are likely to recommend your product or service.
Neutral (N): Those who respond with a 7 or 8. They are satisfied, but not enthusiastic. They are not counted as promoters or detractors.
Detractors (D): Those who respond with a number from 0 to 6. These customers are not satisfied and could speak negatively about your product or service. To obtain the result, the detractors are subtracted from the promoters and a percentage is obtained, in order to measure the quality of the service.
The specific calculation of the NPS is done by subtracting the percentage of detractors from the percentage of promoters. The formula is as follows:
NPS = % Promoters - % Detractors
How to see the NPS of my Store in RAY?
Go to Feedbaak Center > NPS:
How do you interpret the NPS of your store?
The Net Promoter Score (NPS) ranges from -100 to +100. A positive NPS ✅ means more promoters than detractors, indicating satisfaction. A negative NPS ❌ signals areas for improvement. Near zero, the ratio of promoters and detractors is balanced.
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