A Net Promoter Score (NPS) is the best-suited methodology for probing the target market about their sentiments towards your brand and its offerings.
One of the most asked question when measuring customer satisfaction is “What is a Good Net Promoter Score (NPS)?” and that is what we will be talking about in this blog.
There’s a chart you can use to display NPS insights into your survey data. This visualization design is known as the CSAT Score Survey (NPS Detail) Chart. The aforementioned chart uses a scale between -100 and +100 to display negative and positive sentiments towards a brand.
Values on the -100 side are red. On the other hand, values on the +100 side are green in color. Also, some values are considered neutral. And this means there’re customers that neither like nor dislike your brand (as you shall see later).
Google Sheets lacks CSAT Score Survey (NPS Detail) Chart. And this means you’ve got to use other pricey tools or plot the chart manually. So, if your goal is to display insights into the market sentiments towards your brand, you’ve got to think beyond Google Sheets.
Don’t get us wrong.
We’re not recommending you do away with Google Sheets, especially if your goal is to access ready-made and visually appealing CSAT Score Survey (NPS Detail) Charts.
Download and install a particular add-in (which we’ll mention later) into your Google Sheets to access ready-to-go CSAT Score Survey (NPS Detail) Charts.
In this blog, we’ll address the following questions:
Before addressing the key theme of the blog, let’s address the following question: Why is a Net Promoter Score (NPS) important and how can you use it?
A Net Promoter Score, or NPS, is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.
Positive and higher scores indicate acceptance and satisfaction of the target market. On the other hand, the negative and lower scores depict dissatisfaction and dislike of your brand and its offering.
NPS is the standard product KPI (key performance indicator) for measuring brand strength.
Fred Reichheld created the methodology in 2003 to measure the likelihood of customers and employees referring a brand to others. Over time, the method has been refined and adopted by thousands of companies worldwide as a staple benchmark in the customer experience life cycle.
The power of the Net Promoter Score (NPS) solution is hidden in the simplicity of just one question: On a scale of 0-10, what is the likelihood of you recommending our company to a friend or colleague?
Once you have calculated NPS, it becomes a very important part of your overall customer satisfaction strategy.
Yes, you read that right.
The Net Promoter Chart is made up of the following components:
To measure Net Promoter Score, subtract promoters from detractors.
Keep reading because we’ll address the following question in the coming sections: what is a good Net Promoter Score?
Any NPS score greater than 0 is “Good” while a score below 0 indicates “Poor”.The points below provide a detailed guide to NPS scoring.
The most critical thing to consider when measuring your Net Promoter Score is how you benchmark it.
NPS score greater than 0 is considered good but there’s no confirmed answer to a good Net Promoter Score because the NPS score is different for every business or industry.
The Net Promoter Score ranges from -100 to 100. Scoring -100 means that all the people surveyed are not likely to recommend your product or services. While a score of 100 shows complete customer satisfaction.
However, it’s in between -100 to 100 where it can get a little tricky. For example, if you had 60% passives, 40% detractors, and no promoters, your Net Promoter Score would be -40.
Alternatively, you may have no passives, 65% detractors, and 35% promoters. You will get the NPS score of -30, but as you can see that the gap is lesser between happy and unhappy customers.
Although your NPS score gives you a reliable guide, looking at the numbers only will not provide a complete story. That’s because of other factors, such as competition.
To reach the apex of your industry, you need a higher Net Promoter Score (NPS) than your competitors.
Different industries have very different benchmarks for NPS scores. For instance, the fashion sector has a different NPS value than the Legal industry.
Consider the regional differences in NPS scoring as well during analysis. Culturally, people rate their experiences differently. For example, it is considered impolite to rate a business too poorly or too highly in Japan.
In Europe, there are fewer chances for respondents to give a 10 out of 10 ratings. Take the aforementioned differences into account.
Keep reading because we’ll address the following question in the coming section: what is a good promoter score for employees?
When talking about a company and its employees the NPS score between 0 and 30 is considered good. If the score is above 30 then it means that the company is doing a great job by keeping its employees satisfied. If the NPS score of your company is 70 or above then it means that your employees love you.
At worst, a zero means an equal balance between enthusiastic and dissatisfied customers or employees.
Check out the NPS score of various sectors below:
Although the NPS benchmark average for tech companies is 26, most brands have NPS scores of 75 or higher. A higher score can mean that a company’s employees are active brand evangelists.
In the coming section, we’ll cover the following: what is a good net promoter score for nonprofits?
The NPS varies across industries, but a positive score is good for nonprofits. Most nonprofit organizations report a score of +50 or more, which is excellent by any measure.
In the coming section, we’ll cover the following: what is a good net promoter score for training?
The average NPS across all training providers is +71.
We’ll cover the following in the coming section: what is a good net promoter score in healthcare?
A higher NPS score in the healthcare sector shows that patients are happy with their experience and likely to come back in the future. The average Net Promoter Score for the sector is about 38.
We’ll address the following question in the coming section: what is a good net promoter score in banking?
The average NPS score for the banking services sector sits at 44.
Google Sheets is one of the go-to data visualization tools for businesses and professionals.
However, this freemium spreadsheet tool lacks CSAT Score Survey (NPS Detail) Chart.
We’re not recommending you do away with the spreadsheet app.
You can turn Google Sheets into a reliable data visualization tool loaded with ready-made and visually stunning CSAT Score Survey (NPS Detail) Chart by installing third-party apps, such as ChartExpo.
ChartExpo is an add-on you can easily install in your Google Sheets.
With a large number of ready-made and stunning visualizations, ChartExpo turns your complex, raw data into compelling, easy-to-digest, visual renderings that tell the story of your data.
The application produces simple and clear charts in Google Sheets with just a few clicks.
Yes, ChartExpo generates CSAT Score Survey (NPS Detail) Charts that are amazingly easy to interpret, even for non-technical audiences.
Keep reading because we’ll later address the following question: how to calculate Net Promoter Score(NPS) and visualize it using the example below.
In this section, we’ll use the CSAT Score Survey (NPS Detail) Chart to display insights into the survey data below.
| Question | Rating | Count |
| Would you recommend our services? | 0 | 10 |
| Would you recommend our services? | 1 | 45 |
| Would you recommend our services? | 2 | 21 |
| Would you recommend our services? | 3 | 40 |
| Would you recommend our services? | 4 | 13 |
| Would you recommend our services? | 5 | 75 |
| Would you recommend our services? | 6 | 341 |
| Would you recommend our services? | 7 | 88 |
| Would you recommend our services? | 8 | 345 |
| Would you recommend our services? | 9 | 534 |
| Would you recommend our services? | 10 | 609 |
Install the ChartExpo add-on for Google Sheets from this link and then follow the simple and easy steps below.
The overall Net Promoter Score was 20, which is relatively good, depending on industry benchmarks.
Net Promoter Score (NPS) is a methodology you can use to measure customer loyalty and the likelihood of referrals.
In other words, the NPS can help you to categorize your customers as promoters, passives, and detractors.
Loyal customers are an asset to your business. Besides, getting new business is more challenging than renewing existing contracts. To use the NPS effectively, start by asking your existing customers and employees the following question:
On a scale of 0-10, how likely are you to recommend us to your friends or colleagues?
A net promoter score will be generated based on the feedback data collected.
So, if you have more promoters than detractors, the number of happy customers is higher than unhappy and dissatisfied ones.
Check out more benefits of an NPS Chart.
The chart can help you to identify unhappy and dissatisfied customers. Remember, unhappy customers talk about their bad experiences with others.
Besides, they’re three times more likely to spread one bad incident rather than multiple positive experiences they’ve enjoyed in the past.
After you’ve identified detractors, the next step is to find the reasons behind their dissatisfaction. If your score is low, it means there’re gaps in your brand and its promises.
The Net Promoter Score Chart can help identify potential promoters whom you can request testimonials or referrals. Also, you can ask your promoters to rate or review your business’s website or social media platforms. Remember, people trust word-of-mouth referrals more than unfamiliar ads.
When you run a Net Promoter Score survey, it sends a message that you care what customers think about your brand and its offering. Also, it creates the impression that customer satisfaction is important to you.
There is a minor difference between CSAT and NPS. The main difference between CSAT vs. NPS is the former measures short-term happiness following a recent interaction with your brand. Conversely, the latter focus on overall brand satisfaction and customer loyalty.
NPS survey opens channels of communication with your existing customers. Furthermore, it can lay a platform for you to fish out new ideas and better understand their problems.
An excellent Net Promoter Score for the software as a service sector is about 28. The aforementioned Net Promoter Score (NPS) is relatively strong.
If the industry benchmark was 40, a SaaS brand with a lower score should investigate further to uncover the massive disparity.
The average Net Promoter Score for business-to-business software as a service sector is about 40. The aforementioned score is relatively higher than other highly saturated and competitive sectors, such as hospitality and fast food.
So, any score above 50 is regarded as superb performance.
What is a good Net Promoter Score?
A Net Promoter Score (NPS) is the best-suited methodology for probing the target market about their sentiments towards your brand and its offerings.
Also, there’s a chart you can use to display NPS insights into your survey data. This visualization design is known as the CSAT Score Survey (NPS Detail) Chart.
The aforementioned chart uses a scale between -100 and +100 to display negative and positive sentiments towards a brand.
Values on the -100 side are red.
On the other hand, values on the +100 side are green in color.
Also, some values are neutral.
And this means there’re customers that neither like nor dislike your brand (as you shall see later).
Google Sheets is one of the most-used visualization tools among professionals and business owners worldwide. But the visualization tool lacks ready-made CSAT Score Survey (NPS Detail) Charts.
There’s a specific add-on you can download and install in your Google Sheets to access ready-to-use made CSAT Score Survey (NPS Detail) Charts.
We suggest installing ChartExpo in your Google Sheets to access the ready-made and visually stunning CSAT Score Survey (NPS Detail) Chart.
ChartExpo comes loaded with a ready-to-use CSAT Score Survey (NPS Detail) Chart and 50+ other ready-to-go visualization designs that are visually stunning and easy to interpret.
Sign up for a 7-day free trial today to access visually appealing and insightful made CSAT Score Survey (NPS Detail) Charts in Google Sheets.
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