=> TIP: You can change “our company” in the NPS question to “our product” “our website” or any other aspect of your business that you would like the participant to rate. If you’re using Feedier, all you have to do is edit the NPS question and type the word of your choice.
The answers to the NPS question along with the NPS score will allow you to classify your customers into 3 categories:
Promoters: Customers who answered with a score of 9 or 10. They are loyal customers who are extremely likely to recommend your brand.
Passives: Customers who answered with a score of 7 or 8. They are considered neutral as they are satisfied with your business but not enthusiastic enough to tell other people about it.
Detractors: Customers who answered with a between 0 and 6. These are dangerous customers because they are not only unhappy and won’t promote your brand, but they are also able to discourage others from purchasing your products. That’s why a good NPS score can make a big difference.
Straight to the point, what is a good NPS score?
NPS score ranges from -100 to +100. Assume that everything close to 100 is considered as a good NPS score and the closer you get to -100, the worse your score is.
That’s not completely true and not completely wrong either.
Let’s start with the general rule
A positive score is always a good NPS score, it means that most of your customers gave positive responses and a negative score means that you have more unsatisfied customers than happy ones.
–100: Your customers are very unhappy with your business and wouldn’t recommend you to their friends or colleagues. All your customers are detractors. You should urgently do something about it.
+100: All your customers are happy, your business is highly recommendable. All your customers are promoters, and all of them will happily recommend your brand to others. This is not just a good NPS score it’s rather a perfect one. Kind of the dream scenario.
50: In general, 50 is considered a good NPS score. This means that your customers are happy with your brand, but you need to make some extra efforts to increase the overall satisfaction.
70: This is an excellent score, your customers are quite satisfied with what you’re offering them. You should keep following the same path.
The more specific rule
In order to accurately know whether your score is considered a good NPS score or not, you should compare it to the average score in your field.
If it’s above average, congratulations, you’ve not only made your customers happy, but you’ve also created a competitive advantage for your business, which is the secret recipe for success.
If your score is below average, then there is still a lot of work that you need to do…
You may assume that the NPS averages are almost the same in all the fields. They are definitely not.
The highest score goes to Department/Specialty Stores: 52.
The lowest is for Internet Service: -7.
You can check the NPS average of your industry in the chart below:
Brands with a good NPS score:
Tesla: Score of 96, considering that any score above 40 is still considered a very good score, in auto-industry.
Netflix: Netflix’s NPS is 68, well above their competition.
Starbucks: An excellent NPS of 77
Airbnb: A high NPS of 74
Last but not least, Net Promoter Score Calculation
NPS is the difference between the percentage of promoters and the percentage of detractors. However, it is not expressed as a percentage. It is an absolute number between -100 and +100 as mentioned earlier in the article.
For instance, if you have 50% Promoters, 35% Passives and 15% Detractors, the NPS will be +35.