# Net Promoter Score (NPS)

#### Net Promoter Score (NPS)

Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. This metric is a reliable indicator of customer satisfaction with a company's product or service and their allegiance to the brand.

**How to Calculate NPS**

The score is calculated by taking the difference between the percentage of promoters and the percentage of detractors, using the following formula:

```
NPS = % Promoters - % Detractors
```

An **NPS score between 30 to 100 is generally considered excellent** and indicates that a company has far more promoters than demoters.

**NPS Chart**

The chart helps companies quickly grasp their NPS distribution and track improvements or declines in customer satisfaction over time.

<figure><img src="https://3411187760-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M2DCN9UgoRgMEkgnLyP-887967055%2Fuploads%2Fgit-blob-94763137cf501829b1c3a133d9316d4db8ad1f8c%2Fimage%20(251).png?alt=media" alt=""><figcaption></figcaption></figure>

**Components of the NPS Dashboard**

1. **NPS Score**: The main feature of the dashboard is the NPS score, which is prominently displayed in the center. In this case, the NPS is 58.
2. **Promoters, Passives, and Detractors**: These are the three categories of respondents:
   * **Promoters (score 9-10)**: These are loyal enthusiasts who will keep buying and referring others, fueling growth. In this dashboard, there are 10 Promoters.
   * **Passives (score 7-8)**: These are satisfied but unenthusiastic customers vulnerable to competitive offerings. There are 7 Passives.
   * **Detractors (score 0-6)**: These unhappy customers can damage your brand through negative word-of-mouth. In this example, there are no Detractors.
3. **Non Responses**: This category includes those who did not respond to the survey. There are 15 non-responses in this case.
4. **Gauge Visualization**: The gauge provides a visual representation of the NPS score, with sections colored red (-100 to 0), yellow (0 to +30), and green (+30 to +100) to indicate poor, moderate, and excellent scores, respectively. The current score is indicated by a needle pointing at 58 in the green zone.
5. **Last Updated**: Indicates the last time the NPS data was updated. For this dashboard, the last update was in Q4 2023.
6. **Audience**: Specifies the segment of respondents, in this case, the "Board."
7. **NPS Change Indicator**: This shows the change in NPS since the last measurement. Here, the NPS has not changed, as indicated by the red arrow and "0%".

**Interpreting the NPS**

* **NPS < 0**: More detractors than promoters. Indicates a need for significant improvement.
* **NPS 0-30**: More promoters than detractors, but room for improvement.
* **NPS 30-70**: Indicates a solid relationship with your customers.
* **NPS > 70**: Outstanding customer loyalty and satisfaction.

### Explore More

Click **Explore more** button to get more details about the NPS scores.

<figure><img src="https://3411187760-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M2DCN9UgoRgMEkgnLyP-887967055%2Fuploads%2Fgit-blob-e4e23b2fd3c1530f142fe3f903cd955a9f44c8ca%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure>


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