Winning over customers may seem simple: you offer a good product, they purchase it and everyone is satisfied. The path, however, is not exactly like that, and dissatisfied people can compromise your brand's performance. This is why methodologies like NPS exist. But, after all, do you know what NPS is ? Known as one of the simplest, most effective and universal tools for measuring these results, the resource is a great way to monitor the satisfaction of those who matter most to your store. Want to understand this better? So, keep reading and see what it is about and how to apply NPS! What is NPS, and how is it calculated? Acronym for Net Promoter Score, NPS is a methodology that allows the company to evaluate its customers' satisfaction levels.
Furthermore, it serves to identify whether customers tend to recommend the brand to friends and acquaintances — which is highly desirable and beneficial. In other words, the NPS works as a “thermometer” that the company uses ws data to know how its relationship with consumers is going . And its calculation is very simple, based on research. In general, customers are instructed to give ratings from 0 to 10, where 0 is very dissatisfied and/or unlikely to recommend the brand, while 10 means very satisfied and/or likely to recommend.
From this, individuals are divided into detractors , neutrals or promoters , as follows: detractors: give a score from 0 to 6; neutral: give a rating of 7 or 8; promoters: give a score of 9 or 10. The NPS, then, is calculated by: NPS = % of promoters – % of detractors Imagine, for example, that, out of 100 people surveyed, 15 gave a rating up to 6 and 25 gave a rating above 9. In this case, the NPS will be given by: NPS = 25% – 15% = 10% Ideally, the NPS should be as high as possible, indicating a higher level of promoters. If it is negative, the company will be in trouble, as it means there are many more detractors than satisfied customers. How important is this element? With consumers having so much power, maintaining a good relationship with them is essential.