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To calculate your Net Promoter Score, detract the percentage of Detractors from the percentage of Promoters. It is that simple. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40.The importance of the Net Promoter Score is that it gives you insights into your customer loyalty spectrum. As you move up the scoring scale, from 0 to 10, customers defect at lower rates, will spend more and will move from negative word of mouth to positive.By measuring customer loyalty you can identify customer experience weak points that need improving, but to do this, you need to know how to conduct Net Promoter surveys. As the Net Promoter’s strength isn’t its ability to measure customer loyalty (there are many arduous ways to do this already), but it is how easy it is to measure loyalty that is crucial.
With close to a decade of experience at CustomerGauge helping clients design and conduct Net Promoter surveys, this guide will show you how to create a reliable Net Promoter Score by asking the right questions, to the right people, at the right time.
