Net Promoter Score (NPS)Get real feedback from users to measure customer satisfaction.
How satisfied users are with a product can be answered with the Net Promoter Score. Find out how likely it is that users will use the product again or even recommend it to others. The feedback helps to further develop the product and increase user satisfaction.
- Choose a suitable NPS worksheet and send it to the target audience. It is important to stick with the provided templates and scales.
- Evaluate the rating by making an overview of the three groups of the NPS.
- Calculate the score. There are several ways to do this.
- Interpret the score: It will be between -100 to 100. Scores below 0 indicate that your product isn't being recommended to others and that there's room for improvement. Think about how you can turn passives into promoters to improve your result. Otherwise, it's possible to compare the NPS across industries or within the own industry. It makes sense to calculate the NPS again and again over a long period of time to perceive changes and to do better.
- The NPS is “just” a number. What this method doesn't show is why people rated the product in a certain way. To find out these reasons you can, for example, conduct a Survey or User Interviews.