What is Net Promoter Score and How Do I Measure It

Once you have your first set of customers, understanding customer satisfaction is crucial for long-term success. One way to measure customer satisfaction is by using Net Promoter Score (NPS). NPS is a metric used to measure the likelihood of customers recommending a company to others. The higher the NPS, the more likely customers are to recommend the company to others.

NPS is calculated based on a simple question:

"How likely are you to recommend [company name] to a friend or colleague?" Respondents answer on a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely." Based on the responses, customers are classified into three categories:

Promoters (score 9-10):

These are customers who are highly satisfied with the company and are likely to recommend it to others.

Passives (score 7-8):

These are customers who are satisfied with the company, but not enthusiastic enough to recommend it to others.

Detractors (score 0-6):

These are customers who are dissatisfied with the company and are unlikely to recommend it to others.

How to Calculate NPS

To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. For example, if 40% of customers are promoters and 20% are detractors, the NPS would be 20 (40 - 20 = 20).

NPS is a simple and effective way to measure customer satisfaction and loyalty. It can be used to identify areas where a company needs to improve its products or services, as well as to track changes in customer satisfaction over time. By focusing on increasing the percentage of promoters and decreasing the percentage of detractors, companies can improve their NPS and, in turn, their overall success.

It is important to note that while NPS is a useful tool, it should not be the only metric used to measure customer satisfaction. It is also important to gather feedback from customers in other ways, such as surveys, reviews, and social media, to get a more complete understanding of their satisfaction with the company.

In conclusion, Net Promoter Score is a simple and effective way to measure customer satisfaction and loyalty. By tracking NPS over time, companies can identify areas for improvement and work to increase customer satisfaction, which can ultimately lead to increased success and growth. 

Tools to measure customer satisfaction

There are many different tools available to use when asking customers to vote. The best tool for you will depend on your specific needs and the type of vote you are conducting. Here are some options to consider:

SurveyMonkey

SurveyMonkey is a popular online survey tool that can be used for voting. It allows you to create custom surveys with multiple-choice questions and other question types. You can also use it to track and analyze the results of your vote.

Google Forms

Google Forms is a free online survey tool that can be used to conduct voting. It allows you to create custom surveys with multiple-choice questions, rating scales, and more. You can also use it to collect and analyze the results of your vote.

Typeform

Typeform is an online form and survey tool that is known for its interactive and engaging design. It allows you to create custom surveys with multiple-choice questions, open-ended questions, and more. You can also use it to track and analyze the results of your vote.

Poll Everywhere

Poll Everywhere is an audience response system that allows you to conduct live polls and voting. It can be used for in-person events or online meetings. It allows participants to vote using their mobile devices, and you can track the results in real-time.

Crowdsignal

Crowdsignal is an online survey and poll tool that allows you to create custom surveys and polls with multiple-choice questions, rating scales, and more. You can embed the survey or poll on your website or share it on social media. It also allows you to track and analyze the results of your vote.

These are just a few of the many tools available for conducting voting with customers. When choosing a tool, it's important to consider factors such as the type of vote you are conducting, the size of your audience, and your budget. You may also want to consider the ease of use and the level of customization and reporting features offered by the tool.