Net Promoter Score

Write a fortune-cookie sized bit of

information here. Are the results
good?

10
9
8
7
10 6
5
4
3
2
1
NPS

-100 +100
Detractors Passives Promoters
Net Promoter Score
EMPOWERMENT

LEADERSHIP MANAGEMENT

PURPOSE NPS INNOVATION

COMMUNICATION REWARD

COLLABORATION
Net Promoter Score
How likely are you to recommend to a colleague or friend?

DETRACTOR PASSIVE PROMOTER

S S S

0 1 2 3 4 5 6 7 8 9 10

Not at Extremely
Neutral
all likely likely

% of Promoters % of Detractors
NPS = (9s and 10s) - (0 through 6)
Net Promoter Score

DETRACTORS PASSIVES PROMOTERS

0 1 2 3 4 5 6 7 8 9 10

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desired text here.
Net Promoter Score

Was it good for you?

Based on our service, how likely is it that you’d
recommended us to family and friends?

1 2 3 4 5 6 7 8 9 10

Extremely Extremely
Unlikely likely
Net Promoter Score
How likely are you to recommend
us?

I’d recommended you to

For
For each
each cohort
cohort of
of customers,
customers, and
and for
for each
each heartbeat
marketing channel you should have a
marketing channel you should have a unique unique
NPS
NPS score.
score. Ideally,
Ideally, across
across time
time the
the NPS
NPS ofof I’d consider recommending
each
each cohort
cohort should
should increase
increase as
as new
new you
“magical”
“magical” features
features are
are added
added toto the
the product.
product.

Make
Make sure
sure that
that the
the members
members in in each
each cohort
cohort isis I’m not likely to
substantial
substantial such
such that
that the
the NPS
NPS score
score recommended you
difference
difference is
is statistically
statistically significant.
significant.

I’d never recommend you

Net Promoter Score

Net Promoter Score ™

Current Net Promoter for this cohort: +34 +34

This is calculated as follows:

Promotes % - Detractors %

Promoters (gold) 99(99%)

+100 +100
Passives (green) 99(99%)
Detractors (red & yellow) 99(99%)
Net Promoter Score
PROS

CONS

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Net Promoter Score

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Supporter satisfaction

Promoters 39
Passives

Detractors 36
NSP
14

3
Unknown SCORE 8
+100 +100
Satisfaction Dashboard
Promoters Customer Retention Customer Effort Score

-100 100 0 10

+48 92% 1.7

Promoters 618 (65%)

Passives 171(18%)

Detractors 162(17%)

% of % of 1 2 3 4 5 6 7 8 9
Promoters -- Detractors == 48 ory ory ory ory ory ory ory ory ory
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Satisfaction Dashboard
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Customer

60% 94% 27pt

NSP

Satisfaction Retention Referral

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Company Insert your desired Insert your desired Insert your desired
text here. text here. text here.
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Net Promoter Score PowerPoint Template

How to Improve your NPS?

Passives do not count Detractors share more Get everyone in your

(It is Harder to make Better to convert a organization involved
passive a promoter) detractor to a passive
Net Promoter Score PowerPoint Template

Survey Your Costumers

1 2 3 4 5 6 7 8 9 10 Detractors
(0-6)

Tally Responses
Detractors Neutral Promoters

Neutral
(7-8)

NPS == --
Promoters
(9-10)
Net Promoter Score = % of Promoters - % of Detractors

Calculate Your Score

Net Promoter Score

This is a sample text. Insert your

desired text here.

Detractors Passives Promoters

65%
65% 30% 5%
68
65
65 39
39 45
45 50
50

Jan 2019 Dec 2018 Nov 2018 Sep 2018