Ask Abby Nicely #3: How Do You Calculate Your NPS Score?

By Abby Castro
on 23 March 2018

If you read my last blog post, you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Hopefully, you have a better grasp on what makes a good Net Promoter Score. 

Now I want to tackle another all-too-common question:

How do you calculate your Net Promoter Score? 

While calculating NPS may seem like a magic metric that helps you retain more customers, expand revenue opportunities, there is a bit of science to the magic. 

A Quick NPS Math Lesson

You’re probably thinking “Abby, I already know a detractor is anyone who gives me a 0-6, passives are 7s and 8s, and promoters are 9s and 10s.” Maybe the most interesting thing about NPS is that the standards of calculating averages don’t necessarily apply.

But what does that all mean? How do we get a score out of all of this? Basically, NPS is the total % of promoters minus the total % of detractors.

Another way to think of this is that detractors, regardless of the score on the 0-6 scale, are worth -1, passives are worth 0, and promoters are +1.

Here’s a quick, refresher on the NPS scale:

So for example, let’s say that I survey 4 people. Someone gives me a 2, a 6, a 7, and a 10.

Only 25% of my replies are promoters, and 50% were detractors.  Remember, the 7 (a passive) does not hurt or help us.

This would give us an NPS of -25.

The great thing about AskNicely is that you never have to worry about calculating these scores on your own. We automatically calculate, track and measure, these trends for you on shiny dashboard within AskNicely.

Parallel Parking and NPS

Being from the great state of Oklahoma means there is parking everywhere! This basically amounts to almost zero need for parallel parking. Then one night in 2007, it happened. I was forced to refer to Driver’s Ed parallel parking lessons. So imagine my panic when I had to parallel park for the first time, at night, and with limited visibility into how to park successfully. There was panic, stress, and the fear that my tire would randomly pop if I hit the curb.  

Flash forward 10 years later to living in Portland, where I have to parallel park every single day.  Am I glad to know how to parallel park? Of course. Am I even more glad about self-parallel parking cars?  Absolutely.

AskNicely automatically calculating your NPS is a lot like parallel parking (stay with me).  If I didn’t know how or appreciate the value in a car that can not only save me time in doing this I would be experiencing road rage regularly.  

Not only that, but it saves you money.  Parking tickets, parking garage fees, all of that is avoided with this automation.

Let AskNicely Take the Wheel

The same goes for AskNicely.  We do the heavy lifting and get the score calculated for you, and you get all of the data presented right in front of you.  You save money by being able to identify weak points, measure how strong you lie with decision makers or even a breakdown of CSM and AE performance.

It’s a great tool to help identify a churn profile to take quick action to increase retention, ultimately increasing revenue. The ability to view what you need to improve on ahead of time is worth the investment alone. Think of AskNicely as your personal, self-parking car, but for NPS.

Have a burning NPS question? Just ask! I’m here to help.

 

Ask Abby

 

If you read my last blog post, you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Hopefully, you have a better grasp on what makes a good Net Promoter Score. 

Now I want to tackle another all-too-common question:

How do you calculate your Net Promoter Score? 

While calculating NPS may seem like a magic metric that helps you retain more customers, expand revenue opportunities, there is a bit of science to the magic. 

A Quick NPS Math Lesson

You’re probably thinking “Abby, I already know a detractor is anyone who gives me a 0-6, passives are 7s and 8s, and promoters are 9s and 10s.” Maybe the most interesting thing about NPS is that the standards of calculating averages don’t necessarily apply.

But what does that all mean? How do we get a score out of all of this? Basically, NPS is the total % of promoters minus the total % of detractors.

Another way to think of this is that detractors, regardless of the score on the 0-6 scale, are worth -1, passives are worth 0, and promoters are +1.

Here’s a quick, refresher on the NPS scale:

So for example, let’s say that I survey 4 people. Someone gives me a 2, a 6, a 7, and a 10.

Only 25% of my replies are promoters, and 50% were detractors.  Remember, the 7 (a passive) does not hurt or help us.

This would give us an NPS of -25.

The great thing about AskNicely is that you never have to worry about calculating these scores on your own. We automatically calculate, track and measure, these trends for you on shiny dashboard within AskNicely.

Parallel Parking and NPS

Being from the great state of Oklahoma means there is parking everywhere! This basically amounts to almost zero need for parallel parking. Then one night in 2007, it happened. I was forced to refer to Driver’s Ed parallel parking lessons. So imagine my panic when I had to parallel park for the first time, at night, and with limited visibility into how to park successfully. There was panic, stress, and the fear that my tire would randomly pop if I hit the curb.  

Flash forward 10 years later to living in Portland, where I have to parallel park every single day.  Am I glad to know how to parallel park? Of course. Am I even more glad about self-parallel parking cars?  Absolutely.

AskNicely automatically calculating your NPS is a lot like parallel parking (stay with me).  If I didn’t know how or appreciate the value in a car that can not only save me time in doing this I would be experiencing road rage regularly.  

Not only that, but it saves you money.  Parking tickets, parking garage fees, all of that is avoided with this automation.

Let AskNicely Take the Wheel

The same goes for AskNicely.  We do the heavy lifting and get the score calculated for you, and you get all of the data presented right in front of you.  You save money by being able to identify weak points, measure how strong you lie with decision makers or even a breakdown of CSM and AE performance.

It’s a great tool to help identify a churn profile to take quick action to increase retention, ultimately increasing revenue. The ability to view what you need to improve on ahead of time is worth the investment alone. Think of AskNicely as your personal, self-parking car, but for NPS.

Have a burning NPS question? Just ask! I’m here to help.

 

Ask Abby

 


About the author

Abby Castro

Hailing from Oklahoma, Abby Castro is no stranger to hospitality — which makes perfects sense that she is AskNicely’s Customer Success Guru in residence. She braves the world one day at a time as single mom to our office dog, Aucklynn. Oh, and she was in a telenovela. No big deal.

Other posts by Abby Castro

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