Know Your Net Promoter Score (NPS)

NPS is the Leading and Most Popular Customer Experience (CX) Metric

  • To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. It is that simple. Let’s understand with an example; if 50% of the respondents are Promoters and 30% are Detractors, your NPS is 50 - 30 = 20
  • NPS measures the likelihood of repeat business and provides a ‘big picture’ view of customer behavior
  • NPS provides inputs for direction of organisation change and improvement
  • NPS is a great way to track change over time
  • NPS is easier to benchmark against competition
  • Infographic explaining promoter, detractors and passive customers to show the impact of net promoter score (NPS) on revenue growth and customer experience
    ML-Driven NPS Analytics Solution Architecture
    Customer Journey Identification will help businesses prioritize operations as per the Customer ranks and feedback provided. Here’s a Machine Learning model enabled NPS Analytics solution architecture that identifies NPS score through Sentiment & Satisfaction Analysis with an accuracy of 84%. Gramener's Customer Analytics solution can help you identify factors for customer intimacy and curate engaging customer experiences throughout journey.

    Rank Your Customer's Journey

    Infographic showing the architecture of a machine learning model to identify net promoter score and analyze customer experience through satisfaction and sentiment analysis

    Identify Potential NPS Drivers in 4 Steps

    Image showing how to extract and process survey data to do customer experience analytics and identify consumer insights

    Extract and Process NPS Data

    Extract and Process NPS Data

    The first step of our NPS analytics process is to extract the data from the survey which broadly consists of satisfaction scores across all rating questions, and demographic data along with the open text feedback.

    Gramener's capability to provide survey data analysis service is due to our extensive experience in developing sentiment analytics and NLP models.

    Run NPS Analytics Model

    Run NPS Analytics Model

    Then we do the data cleansing to focus only on the survey questions that drive customer satisfaction.

    We map the customer journey with each question of the respective business KPI.

    We use methodologies such as text analytics (NLP) and sentiment analysis to get the overall impact on the Net Promoter Score across the customer journey stages.

    Gramener visualizing customer journey map to identify pattern of customer behaviour and explore consumer insights and stories.

    Visualize Customer Journey

    Visualize Customer Journey

    The third step is to integrate your data with visual analytics applications to capture non-obvious insights.

    We record the impact of satisfaction analysis by visualizing trends in the customer journey rankings.

    Then, we weave every insight into a story to derive decisions to improve customer satisfaction scores.

    Gramener visualizing Net Promoter Score (NPS) through custom data visualizations made on our low code platform, Gramex

    Visualize NPS Score Through Gramex

    Visualize NPS Score Through Gramex

    Final stroke. Get out of the code-intensive data applications and reap the benefits of Gramex, a low-code development platform that rapidly connects to any data source and massively reduces time to derive insights.

    Get Actionable Insights On-the-Go

    This Single visual puts all the Net Promoter Score analysis into perspective

    Greens are Great. High Impact on Satisfaction and good revenue uplift

    Reds are Fatal. High impact on Satisfaction but low sentiment

    Ambers are potential risks. Low on impact but are low on revenue too

    Greys are irrelevant. High impact but don't impact the revenue by much

    Gramener makes data visualizations to show the impact of sentiment analysis against the revenue to improve customer analytics insights

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    frequently asked questions on NPS

    Net Promoter Score (NPS) is used to measure customer loyalty and customer satisfaction. NPS defines, on a scale of 0 - 10, how likely the customer would recommend your product or service to their friends/family or any other potential prospect. NPS is calculated by subtracting the number of detractors from the number of promoters. For example, if Promoter=70, Detractor=10, Passive=20. Then NPS = 70-10=60. This score may vary on the scale from -100 to +100.

    Customers who rate your service/product with a 9 or 10 to the NPS question are called promoters. These customers are very happy with your product and services and they are most likely to recommend your company to other connections.

    Customers who rate your service/product in between 0 - 6 to the NPS question are called detractors. These customers are very unlikely to recommend your product or services to others. There are higher chances that they would discourage other potential customers from joining your business.

    Customers who rate your service/product with a 7 or 8 to the NPS question are called passives. Passive customers are unlikely to damage your company’s reputation. However, they are also not likely to recommend you to others. It can be said that passives are very close to becoming promoters. A good customer experience strategy would target to convert passive customers into promoters.

    Net promoter score can be calculated by subtracting the percentage of the detractors from the percentage of promoters. At Gramener, we build world-class NPS Analytics solutions for you to convert your passives into promoters and improve the overall customer satisfaction score.

    The most common NPS question is “on a scale of 0 to 10 how likely are you to recommend our product/service to another friend.”