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Understanding Net Promoter Score calculation (ID109 ID470)

The Net Promoter Score is determined based on one question:

How likely is it that you would recommend our company to a friend or colleague?

This question is a scale of zero to ten.

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9 and 10 are grouped together as people who love you.

7 and 8 are not counted.

6 and below are grouped together as people that don't like you.

Your net promoter score is the % of people who love you minus the % of people that don't like you.

If 10 people answer the question, 4 give you 9 or 10, 4 give you 7/8 and 3 give you 6 or below.

Your NPS is 40% - 30% or 10.

NPS is like Net Profit or Revenue, it needs to be quantified, as in What was your NPS for last month or last year.

The average US Company has an NPS of 10.

 

To see and understand your Net Promoter Score on our Dashboard, log into our Dashboard.

The YTD NPS score below is 94.1 (this is an extremely high score, our average dealer is in the 70s). The average US Company is 10.

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 It started at 100 but that’s only because there was very little data.

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If you click on the 90.4 number for September there is an option to Show Details (to right of brush and magnifier).

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 When you review detail you will see that out of 114 people who answered this question (Total below) 105 (on right) answered 9 or 10 (92.105% on left). 2 answered 6 or below (1.75%).

Your Net Promoter Score is the % of people who score you 9 or 10 minus the % who score you 6 or less. For September this is 92.1 – 1.75 or 90.4.

We ignore people who leave the question blank.

 

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