{"id":13519,"date":"2014-01-23T16:29:21","date_gmt":"2014-01-23T16:29:21","guid":{"rendered":"https:\/\/www.snapsurveys.com\/support-snap11\/?page_id=13519"},"modified":"2023-02-03T13:57:04","modified_gmt":"2023-02-03T13:57:04","slug":"net-promoter-scores","status":"publish","type":"page","link":"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/net-promoter-scores\/","title":{"rendered":"Net Promoter Scores"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/worksheet-banner-nps-people.jpg\" alt=\"\" width=\"822\" height=\"369\" class=\"alignnone size-full wp-image-13702\"><\/p>\n<p><span style=\"line-height: 1.5em;\">The Net Promoter Score, or NPS\u00ae, was developed by Fred Reichheld, Bain &amp; Company, and Satmetrix in 2003<\/span><span style=\"line-height: 1.5em;\">. It assumes that all customers can be divided into three categories: Promoters, Passives, and Detractors.<\/span><\/p>\n<p>If you ask a rating scale question such as &#8220;How likely are you to recommend our company\/product\/service to your friends and colleagues?&#8221; you can analyse the responses to show how your customers see your company.<\/p>\n<p>Responses are divided into three categories:<\/p>\n<ul>\n<li><strong>Promoters<\/strong>&nbsp;(score 9-10) &#8211;&nbsp;Loyal customers who will keep providing revenue and promoting the company<\/li>\n<li><strong>Passives<\/strong>&nbsp;(score 7-8) &#8211;&nbsp;Customers who may move to competitors<\/li>\n<li><strong>Detractors<\/strong>&nbsp;(score 0-6) &#8211;&nbsp;Unhappy customers who can damage your brand<\/li>\n<\/ul>\n<p>The NPS = (percentage of customers who are Promoters &#8211; percentage of customers who are Detractors)<\/p>\n<p>There are some issues with using a Net Promoter Score. For example, people&#8217;s attitudes to a service may change over time, and if the company or product being asked about has a social stigma, people may not wish to recommend it, even if they like it.<\/p>\n<p>The advantage of NPS is that it captures a key customer opinion with a single question.<\/p>\n<p><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/using-net-promoter-scores-nps-snap\/\">The &nbsp;Snap Surveys Net Promoter Score workpack<\/a> shows you how to set up an NPS question and display the results in a report.<\/p>\n<p class=\"bodytext\">If there is a topic you would like a worksheet on, email to <a class=\"\" title=\"\" href=\"mailto:snapideas@snapsurveys.com\" target=\"_self\" rel=\"noopener\">snapideas@snapsurveys.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><a class=\"ninja_pages_read_more\"  href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/net-promoter-scores\/\"><\/a><\/p>\n","protected":false},"author":10,"featured_media":0,"parent":43,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":{"0":"post-13519","1":"page","2":"type-page","3":"status-publish","5":"search_category-support-hub"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - 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