How Is NPS® (Net Promoter Score) Calculated? What Should The NPS Be?

Developed by Fred Reichheld, Bain&Company and Satmetrix Systems, NPS® (Net Promoter Score) is also called Net Promoter Score in Turkish. Considered an important customer loyalty metric, NPS was first introduced by Reichheld in the article “One Number You Need To Grow” published in Harvard Business Review in 2003.

Easy measurement with a single question

The Net Promoter Score® method allows customers to make an assessment based on a single question. This single-question evaluation results in an NPS® score. In minutes and without any complicated technical details.

For NPS® measurement, you ask your customers one key question; ¨Would you recommend us to your acquaintances?

When calculating the NPS®, customers are categorized according to their responses as follows:

0 – 6 = Detractors
7 – 8 = Passives
9 – 10 = Supporters

NPS = (Number of Supporters – Number of Detractors) / (Number of Respondents) x 100

Passives from these three groups are not taken into account in the calculation. The other two groups are proportioned as (+) and (-), resulting in a % score between -100 and +100. This ratio represents your organisation’s NPS®, or Net Promoter Score. What is interesting in the NPS calculation is that those who give 0 points and those who give 6 points have the same effect.

What should the NPS score be?

The first question that comes to mind after NPS measurement: ¨What should be the ideal NPS score?

The answer to this question will differ sectorally. First of all, you should look at the sector average in which your business is located. While 40 points is a very successful score in some sectors, 20 points can be considered successful in some sectors.

As a general evaluation, we can say that; As long as the NPS does not fall to – (minus), there is no need to panic, but if you have an NPS score that is in negative value or in a downward trend, your business is bleeding.

It is very important to follow the NPS score periodically. Measure your NPS score instantly and compare it on a monthly, weekly or even daily basis.

Instead of an overall NPS of your brand, you can measure NPS on the basis of sales channel or product, service in your business. This breakdown can tell you more.

It is possible to have research companies measure NPS, but the healthiest method is to ask the customer for an instant NPS score at the touch points.

Fortune 500 trusts NPS assessment

NPS is widely used by Fortune 500 companies around the world. Almost all Fortune 500 companies measure NPS. NPS measurement is a critical indicator for companies today.

NPS scores of the largest companies

The last known NPS score of Apple, the world’s most valuable company, is 47. Google, the leader in the search engine market, has an NPS score of 11. Google’s mobile app store Google Play has an NPS score of 30. Facebook, which has recently been on the agenda with scandals and has been losing blood, has a low NPS score of -21.

It should be noted that these scores are the results of measurements made in the USA.

Source: https://customer.guru/net-promoter-score/fortune-500

Turkcell’s Net Promoter Score

NPS measurement has recently gained momentum in our country. NPS is measured in large-scale enterprises, but most companies do not share their NPS scores with the public.

Kaan Terzioglu, CEO of Turkcell, Turkey’s largest GSM operator, announced its Net Promoter Score as 41 at the press conference announcing its 2017 financial results.

At the end of the first quarter of 2018, Turkcell announced its Net Promoter Score as 41 again. The global Telecommunications industry average is 32.

Start measuring NPS now

To measure NPS for your business, simply add the NPS component to your survey in the Wiseback form creator screen. If there is an NPS® question in the survey form, your NPS score is automatically calculated and appears on the report screens. You can track your NPS score on a daily basis at any time interval.