Net Promoter® Score (NPS) is by far the most popular metric used to gauge customer loyalty towards your company, product or service. NPS is used as a key metric by thousands of companies across the globe including Microsoft, Ebay, Walt Disney, Salesforce, Intuit and American Express. wlingo’s online survey tool makes it a breeze to create an NPS survey and automatically calculates the Net Promoter Score for you. The NPS will answer the MOST important question in your mind - “How loyal are my customers?” Note: Net Promoter Score was created by F. Reichheld, and Bain & Company and Satmetrix Systems, Inc., It is free for use by anyone.

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Measure Customer loyalty & satisfaction with
Net Promoter Score (NPS)
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The Free online survey tool

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What is Net Promoter Score?
 Created in 2003 by Fred Reichheld of Bain & Company in
collaboration with Satmetrix
 Popular metric used to gauge the customer loyalty towards a
company, product or service
 Involves only 1 question that needs to be answered by
customer
 Works amazingly well across industries to track customer
loyalty and thus projects future growth potential
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The Net Promoter Score Question
Ask your customers this question after every transaction or at regular intervals
“How likely is it that you would recommend [Insert name of
company, product or service] to a friend or colleague?”
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How to calculate NPS?
Respondents are divided into 3 categories based on their response
Detractors Passives Promoters
1
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How to calculate NPS?
Apply this formula
Promoters Detractors
2
% % NPS
Range -100 to 100
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What is a Good NPS to have?
 A Negative score is surely not a good one to have. It means there
are far more detractors than promoters. Remember, detractors are
unhappy customers who go to great extent to let everyone know of
the bad experience they have had with you.
 A Score between 0 – 20 shows that your loyal customers out
number your Unhappy customers. Not by a huge margin though.
Not a great score to have. You have to improve it.
 A score greater than 40 shows you have a good number of loyal
customers who are willing to recommend you actively to their
friends. This is a good side to be on.
Note: Ideal NPS score varies by industries. It depends on what your industry peers are
getting and how you have been performing against this metric over a period of time. It is
important to track it continuously and strive to increase your NPS all the time.
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Follow it up with a “Why?”
 It is very important that you follow up the NPS question with a
“why?” question. It is not worth knowing just the score without
the reasons.
 NPS is all about proactive engagement with customers and the
“Why?” question will help you respond to a customer feedback
more effectively.
 “Why?” can help you respond to customer feedback better and
convert even detractors into Promoters or at the least Passives.
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Why use NPS?
 Simple and yet the most effective customer satisfaction/loyalty
metric
 Captures loyalty / happiness beyond and better than the
regular “How satisfied are you? type of questions.
 NPS is a great metric for the management to keep track of. It
will help management create a customer centric approach
through out their organization and actually track it and improve
it continuously.
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Suggestions
 Measure your NPS regularly and continuously
 Get everyone in the company involved into getting a higher
NPS
 Respond to Detractors quickly and address their concerns.
Give great offers to them if required. Convert them to Passives
or Promoters quickly. Remember, Detractors share their (bad)
experiences more than anyone else
 Use wlingo’s online survey tool. It’s Free, provides
customizable NPS survey templates and even calculates the
NPS score for you automagically.
Copyright 2014 - wlingo

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Useful Info
 www.wlingo.com - Use this awesome Free Online survey tool
 Wanna Go Pro with wlingo? Use coupon code “SLIDESHARE”
to get 50% off on paid plans (Yearly plans only).
 Additional info - NPS Surveys | Free NPS survey templates
 Need Help with NPS? Reach out to experts@wlingo.com
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