How Do You Interpret NPS Scores?

Why is NPS score important?

Net Promoter Score (NPS) is used to measure customer loyalty and how likely they are to refer your products and services to others.

NPS helps identify who among your customers are promoters, passives, and detractors.

Loyal customers are an asset to any company and are a great way to keep the business running..

What’s a good net promoter score to have?

Technically, any score above zero can be considered a “good” score, since that implies that you have more promoters than detractors. 50 and above is excellent, and 70 and above is the best of the best, although achieving either of these is both outstanding and rare.

Who has the highest NPS score?

Net Promoter Score benchmarks for top brandsCompanyNPS Score1Apple472Google113Microsoft454Coca-Cola082 more rows

What is Amazon’s NPS score?

69When it comes to customer loyalty, Amazon achieves an NPS of 69.

How do Apple satisfy their customers?

Check people in, not out: Apple greets its customers as they enter the store and provides product information based on their need as opposed to trying to make a huge sale. … Reduce the customer’s effort: Apple has a “smart button” near each product that customers can push when they need help.

What does an NPS score mean?

Net Promoter ScoreThe Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

What does an NPS score of 50 mean?

Given the NPS range of -100 to +100, a positive score or NPS above 0 is considered “good,” +50 is considered “excellent,” and above 70 is considered “world-class.” Based on global NPS standards, any score above 0 is “good.” This means the majority of your customer base is more loyal.

What is a good sample size for NPS?

2-6 questionsNPS surveys are typically short, typically no more than 2-6 questions. In our research, we’ve found that 2-6 questions produce the most accurate feedback and higher response rates in the context of NPS surveys.

What’s wrong with NPS?

First, the “research” behind the NPS claims is flawed. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty.

How do you get a high NPS score?

Read on to know 7 strategies that you can implement to skyrocket your NPS®.Encourage Internal Buy-In. … Make it easy for people to Promote Your Brand. … Don’t Ignore your Promoters. … Engage with your Detractors. … Respond to your Customers. … Consistency across the Board. … Keep monitoring your Score.

How do you interpret a net promoter score?

Your Net Promoter Score is your percentage of promoters minus your percentage of detractors. NPS ranges from −100 (meaning everyone is a detractor) to +100 (meaning everyone is a promoter). Most companies consider a decent Net Promoter Score to be >0%. Any positive NPS good.

What is considered a good NPS score?

Any NPS score above 0 is “good”. It means that your audience is more loyal than not. Anything above 20 is considered “favourable”. Bain & Co, the source of the NPS system, suggests that above 50 is excellent, and above 80 is world class.

What is a bad NPS score?

If your NPS score is between 30 to 40, you have a good NPS score. You may be far away from the leaders with scores such as 55, 60, etc. But if your score is 25 or even below, it’s considered as bad NPS score.

What is Apple’s NPS score?

72According to NPS Benchmarks, Apple’s NPS score in 2017 was a resounding 72, which is significantly higher than the average NPS score of the consumer electronics industry.