What is the Net Promoter Score and How is it Calculated

The Net Promoter Score is a metric used to indicate a client’s loyalty to your organization. This metric is based on the question “How likely are you to recommend our product to a friend or colleague”. The question can vary a bit, but you are trying to achieve the same thing and the answer is always a rating from 0 to 10. There are three types of responders to the Net Promoter Score question. Anyone who gives a score of 0 to 6 is considered a detractor. Those who respond with a score of 7 or 8 are considered a passive and those who give a score of 9 or 10 are considered a promoter.

The formula to calculate the Net Promoter Score is as follows: NPS = (Number of Promoters — Number of Detractors) / (Number of Respondents) x 100

In Kilterly the Net Promoter Score you see on the dashboard is an average of all clients’ ratings on NPS question used in the surveys. This will give you a strong idea where you stand overall with your client base. You will see the number of low scoring clients on the dashboard and a button you can click to view the entire list of clients with low scores. You can also go to the Clients page to see a list of all clients and their Net Promoter Scores.

Based on the Net Promoter Score standards any score below 0 is a “Poor” rating. Any rating between 0 and 50 is a “Good” rating. Any rating from 51-69 is “Excellent” and ratings 70 and above are considered “World Class”.