Is a product better if users want to tell their friends and colleagues about it? Probably. That's the reason many companies use NPS to measure the quality of their products and services.
NPS 101
NPS (Net Promoter Score) is a common metric that companies use to measure customer satisfaction with their products. In the survey, all users are asked to provide a number from 0 to 10 on their likelihood of recommending a product or service to a friend or colleague.
NPS methodology
We follow standard NPS protocols to ensure our metric is accurate. First, every user is asked to rate their likelihood of recommending our product by providing a number between 0 and 10.
The NPS Question
How likely are you to recommend [company/product/service] to a friend or colleague?
Detractors, neutrals, and promoters
User responses are divided into three categories: detractors, neutrals, and promoters.
Detractors (0-6)
Neutrals (7-8)
Promoters (9-10)
Neutral responses aren't measured
If someone responds with a 7 or 8, their response is not measured as a part of the overall NPS calculation.
Subtract detractors from promoters
Next, we subtract the percentage of detractor responses from the percentage of promoter responses. For this reason, net promoter scores can range from -100 to +100.
NPS calculation examples
Here are some hypothetical examples to illustrate the NPS calculation process.
Example 1
Company A surveys respondents and finds that 60% of respondents are promoters, 20% are neutrals, and 20% are detractors.
60% - 20% = 40 NPS
Example 2
Company A surveys respondents and finds that 30% of respondents are promoters, 20% are neutrals, and 50% are detractors.
30% - 50% = -20 NPS
NPS Results
In the spirit of transparency, here are our NPS metrics for 2024.
Quarter | Member NPS |
Q1 '24 | 71 |