Le blog de Nestore

How do you calculate NPS?

The NPS question

In addition to being efficient, the NPS is an indicator that is easy to understand and to implement, because it simply responds to a question universal.

“On a scale of 1 to 10, what is the probability that you Recommend this brand (or this product) to your loved ones? ”

NPS categories

Based on the answer to the above question, the customer can be classified into one of the following three categories.

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The NPS, a score that is easily calculated

Calculating the NPS is the same as subtracting the number of detractors In the number of promoters of the brand.

How to interpret your NPS score?

Depending on whether the brand has more promoters than detractors or the other way around, the NPS score may be positive or negative. Therefore, it is considered that a score above 0 is passable. Below that, it means that the company has more detractor customers than ambassadors, which is alarming. One “good” score is beyond 50.

However, the NPS needs to be contextualized. Indeed, depending on the sector, a customer is more or less likely to be stern in its notation. Let's take the example of the car or technology. These products, like entertainment products, are generally much appreciated by consumers. On the other hand, public transport or banks are mostly Judged more drastically.

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Increase your NPS

The purpose of the NPS is to analyze its performance of customer satisfaction And of theraise. To do this, you have to act in different ways depending on the interlocutor you are talking to.

‍Detractors

In principle, the detractors have experienced a bad experience Who pushes them to write negatively. It is therefore important to follow up directly with a question seeking to discover the nature of the problem, and even correct it if necessary.

Understanding the deception of the detractor is primordial, because a dissatisfied customer usually has a specific reason, easy to determine, and therefore easy to change.

‍Neutrals

Since they don't have negative (or positive) feelings, passive customers often have more than Difficult to express their points of friction with the brand. Therefore, it is important to be particularly attentive to them in order to understand them. Les open questions are very useful in this case, allowing them to guide their own thinking.

‍Promoters

The promoters, proud ambassadors of the company, may feel a need for reconnaissance. It is then appropriate to create and estimate a close relationship, by rewarding them for retaining them (VIP status, private sales, discounts...).

The right time to request NPS

The questionnaire is generally sent by email, which involves having a clean and up to date database.

You have to choose the right time, and in a timely manner. Depending on the type of reaction you want to have, there are several options.

Reaction “hot”

If we are wondering about theCustomer experience at the point of sale, it is more interesting to receive a response quickly. Usually, the questionnaire is sent in D+1, so that the customer still has the details of their in-store experience in mind.

Reaction “cold”

If we ask ourselves instead about the customer satisfaction Or sound tying specific to the brand, it is then more effective to give them a few days, in order to measure the real impact of their experience. Thus, it is customary to ask for D+8. If he stays marked after a week, he will likely recommend the brand.

The NPS in a nutshell

• The NPS is a powerful customer satisfaction indicator
• You get it by asking the question “On a scale of 1 to 10, how likely are you to recommend this brand (or product) to friends and family?”
• The NPS calculation is NPS =% promoters -% detractors
• The result obtained is divided into 3 categories of customers: promoters, neutral and detractors
• The NPS should be contextualized; depending on the sector, it is on average more or less high
• To increase your NPS, you must adapt your response according to the customer category
• You have to adapt the time it takes to send the NPS form according to whether you want a reaction “hot” For thein-store customer experience or”In the cold” For the satisfaction And the Loyalty of the customer.

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