{"id":1182,"date":"2019-04-17T11:04:23","date_gmt":"2019-04-17T15:04:23","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=1182"},"modified":"2025-01-22T17:20:13","modified_gmt":"2025-01-22T22:20:13","slug":"what-is-nps","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/what-is-nps\/","title":{"rendered":"What is NPS and how to use it to gauge customer&nbsp;satisfaction"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">There are a lot of customer support and satisfaction metrics out&nbsp;there.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These metrics have different levels of importance for companies in different stages. They also require different levels of effort for both you and your&nbsp;customers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you\u2019re just starting out with gathering user satisfaction feedback, you probably want something easy and straightforward. You can make it easier with a <\/span><a href=\"https:\/\/canny.io\/\"><span style=\"font-weight: 400;\">good user feedback platform<\/span><\/a><span style=\"font-weight:&nbsp;400;\">.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">There\u2019s a simple metric out there that gives you a good, easy snapshot of your customers\u2019 satisfaction \u2014&nbsp;NPS.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Also known as net promoter score, NPS is one of the easiest feedback methods to implement right off the&nbsp;bat.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In this post we\u2019re going to talk about what NPS is, what it consists of, and how to handle the&nbsp;results.<\/span><\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><b>What is Net Promoter Score (NPS)?<\/b><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">NPS is a scale of how likely people are to recommend your product or service to others \u2014 aka how likely they are to be \u201cpromoters\u201d of your&nbsp;company.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The NPS calculation uses the answers to this&nbsp;question:<\/span><\/p>\n\n\n\n<p><strong><em>How likely are you to recommend our company\/product\/service to a friend or&nbsp;colleague?<\/em><\/strong><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The answer is a scale of 1 to 10, with 10 being \u201cextremely likely\u201d, and 0 being \u201cnot at all&nbsp;likely\u201d.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Most NPS surveys also include a comment box after the rating \u2013 to give the respondent a change to explain the score if they want to. This is an excellent source of additional and more accurate customer&nbsp;feedback.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If a customer chooses not to leave a comment, you can usually contact them through email to discuss their score further (if they\u2019re&nbsp;willing).<\/span><\/p>\n\n\n\n<p>Here\u2019s an example of our NPS in&nbsp;action:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" width=\"242\" height=\"300\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-09-at-9.52.02-AM-1-242x300.png\" alt=\"NPS in action\" class=\"wp-image-1183 lazyload\" style=\"--smush-placeholder-width: 242px; --smush-placeholder-aspect-ratio: 242\/300;width:407px;height:auto\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-09-at-9.52.02-AM-1-242x300.png 242w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-09-at-9.52.02-AM-1-768x953.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-09-at-9.52.02-AM-1-97x120.png 97w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-09-at-9.52.02-AM-1.png 772w\" data-sizes=\"(max-width: 242px) 100vw, 242px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p>Based on their score, users fall into three&nbsp;categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Promoters (score&nbsp;9-10)<\/li>\n\n\n\n<li>Passives (score&nbsp;7-8)<\/li>\n\n\n\n<li>Detractors (score&nbsp;0-6)<\/li>\n<\/ul>\n\n\n\n<p><span class=\"s2\">Satmetrix<\/span>, the company behind the idea of NPS, defines these categories like&nbsp;so:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\"><strong>Promoters<\/strong> are loyal enthusiasts who will keep buying and referring others, fueling&nbsp;growth.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong>Passives<\/strong> are satisfied but unenthusiastic customers who are vulnerable to competitive offerings and customer&nbsp;churn.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong>Detractors<\/strong> are unhappy customers who can damage your brand and impede growth through negative&nbsp;word-of-mouth.<\/span><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image alignnone wp-image-1184 size-large\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-08-at-1.13.32-PM-1024x304.png\" alt=\"What is NPS according to Satmetrix\" class=\"wp-image-1184 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/304;\" \/><figcaption class=\"wp-element-caption\">Source: Satmetrix<\/figcaption><\/figure>\n\n\n\n<p>Based on these groups, you can calculate your final NPS. Net promoter score is the percentage of promoters minus the percentage of&nbsp;detractors.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><i>% promoters \u2212 % detractors = Net Promoter Score<\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Let&#8217;s go through an&nbsp;example.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You get 10 NPS responses. First, count the number of promoters, passives, and&nbsp;detractors:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Promoters:&nbsp;5<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Passives:&nbsp;2<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Detractors:&nbsp;3<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Then, look at what share promoters and detractors&nbsp;represent:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Percentage of Promoters = (5 \/ 10) \u00d7 100 =&nbsp;50%<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Percentage of Detractors = (3 \/ 10) \u00d7 100 =&nbsp;30%<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Finally, just subtract the % of detractors from the % of&nbsp;promoters:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">NPS = 50% &#8211; 30% =&nbsp;20<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But what does that&nbsp;mean?&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>NPS benchmark data<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The average NPS varies by industry. Here are the average scores for 23 industries according to&nbsp;Satmetrix:<\/span><\/p>\n\n\n<div class=\"wp-block-image wp-image-1185 size-large\">\n<figure class=\"aligncenter\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-08-at-1.43.10-PM-1024x781.png\" alt=\"NPS for different industries\" class=\"wp-image-1185 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/781;\" \/><figcaption class=\"wp-element-caption\">Source: Satmetrix<\/figcaption><\/figure>\n<\/div>\n\n\n<p>Technically, every company with an NPS over 0 is considered to have a good NPS score. However, if you\u2019re aiming for a high NPS, +50 is generally deemed excellent, and anything over +70 is&nbsp;exceptional.<\/p>\n\n\n\n<p>You&#8217;ll want to decide if you&#8217;ll assess your NPS score by <strong>absolute<\/strong> or <strong>relative<\/strong>&nbsp;terms.&nbsp;<\/p>\n\n\n\n<p>The absolute approach looks at the NPS score as a standalone number, ranging from -100 to 100. It doesn&#8217;t compare this score to anything. Instead, it looks at it in isolation to determine the level of customer loyalty and satisfaction. For example, a positive NPS (above 0) is generally seen as good, above 50 is excellent, and above 70 is considered&nbsp;world-class.<\/p>\n\n\n\n<p>The relative approach compares the NPS score to relevant benchmarks. That could include industry averages, direct competitors, or past performance. It provides more context to the score than the absolute approach. If no one in your industry scores above 50, that could mean scoring 60 would be&nbsp;exceptional.&nbsp;<\/p>\n\n\n\n<p>Both approaches have their merit. Choose the one that best suits your business. Or, track both for additional&nbsp;insight.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Benefits of using NPS<\/b><\/h3>\n\n\n\n<p>There are three main benefits to using&nbsp;NPS:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>It points out areas of improvement in customer&nbsp;experience<\/li>\n\n\n\n<li>It\u2019s an indicator of customer loyalty as well as&nbsp;satisfaction<\/li>\n\n\n\n<li>It allows you to identify and get to unhappy users fast and boost customer&nbsp;retention<\/li>\n<\/ol>\n\n\n\n<p>Promoters of your company also help with <a href=\"https:\/\/canny.io\/blog\/customer-feedback-ask-for-referrals\/\">referrals to potential customers<\/a> and word of mouth&nbsp;marketing.<\/p>\n\n\n\n<p>If you keep an eye on your passives and detractors and work on turning them into promoters, you\u2019ll have even more people talking about&nbsp;you.<\/p>\n\n\n\n<p>Beyond these three main befefits, there are a lot of other reasons to like&nbsp;NPS:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>It&#8217;s simple and easy to administer. It asks a single question that&#8217;s easy to&nbsp;understand.<\/li>\n\n\n\n<li>Its widely used and lets you benchmark against competitors and industry&nbsp;standards.<\/li>\n\n\n\n<li>It&#8217;s cost-effective. Compared to more robust market research, it&#8217;s almost&nbsp;free.<\/li>\n\n\n\n<li>It fosters communication between your team. Having a hard number reflecting customer sentiment lets you have real discussions about what different teams can improve. If you collect NPS feedback, you&#8217;ll know exactly what your issues&nbsp;are.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Drawbacks to NPS<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">There are also a few drawbacks to using&nbsp;NPS:<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">It lacks specificity and often doesn&#8217;t tell you why customers are&nbsp;dissatisfied.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It doesn&#8217;t factor in passive voters, meaning you might not consider their feedback if only looking at&nbsp;NPS<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It&#8217;s subject to timing issues. When you send someone an NPS customer survey can influence the score they&nbsp;give.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It can be manipulated to boost scores. Selectively choosing when, where, or who to ask for feedback can skew&nbsp;scores.<\/span><\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 400;\">You can overcome most of these by accounting for them in your setup. You&#8217;ll also want to make sure that NPS isn&#8217;t the only customer satisfaction metric you look at. Use it alongside other metrics to get a comprehensive view of customer&nbsp;sentiment.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to implement NPS<\/strong><\/h2>\n\n\n\n<p>There are a few ways to implement and collect NPS&nbsp;responses.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>In-app surveys<\/strong><\/h3>\n\n\n\n<p>An NPS survey is fairly easy to set up in your product, service, or&nbsp;website.<\/p>\n\n\n\n<p>If you\u2019re looking for an easy solution to start with, you don\u2019t want to spend time on building a system from&nbsp;scratch.<\/p>\n\n\n\n<p>Luckily, there are plenty of service providers for&nbsp;this:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a&nbsp;href=\"https:\/\/www.wootric.com\/\">Wootric<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/delighted.com\/\">Delighted<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/www.qualtrics.com\/\">Qualtrics<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/www.promoter.io\/\">Promoter<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/www.asknicely.com\/\">AskNicely<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/www.satismeter.com\/\">SatisMeter<\/a><\/li>\n\n\n\n<li><a&nbsp;href=\"https:\/\/survicate.com\/\">Survicate<\/a><\/li>\n<\/ul>\n\n\n\n<p>At Canny, we use <a href=\"https:\/\/www.wootric.com\/\">Wootric<\/a>, and have found it perfect for what we need. Their solution is easy to set up, has a clean and easy- to-use interface, and provides ample reports for analysis of NPS&nbsp;data.<\/p>\n\n\n\n<p>An important aspect of NPS is timing it right. Nobody likes having a survey pop up after signing into their account for the first time. You want to give your customers enough time to use the product or service before asking how they would rate&nbsp;it.<\/p>\n\n\n\n<p>When it comes to frequency of the survey, keep it as sparse as you can. It\u2019s nice to do it fairly regularly to see your score change, but it\u2019s important to not let it get annoying. We suggest doing it no more than once a quarter per&nbsp;person.&nbsp;<\/p>\n\n\n\n<p>The last thing you want is to frustrate a satisfied customer with too many survey requests. It could actually end up lowering your NPS&nbsp;results!&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Collecting NPS responses via email<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">You likely won&#8217;t be able to reach all customers via in-app surveys. Maybe they don&#8217;t use your tool regularly. Or, maybe you don&#8217;t have an&nbsp;app.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In either case, emailing customers NPS surveys is a great&nbsp;option.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">There are a number of tools that help you do this. Many of the ones listed above will, but here are a few dedicated&nbsp;tools:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight:&nbsp;400;\">SurveyMonkey<\/span><\/li>\n\n\n\n<li><span style=\"font-weight:&nbsp;400;\">MailChimp<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Zoho&nbsp;Survey<\/span><\/li>\n\n\n\n<li><span style=\"font-weight:&nbsp;400;\">Simplesat<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Make sure that whichever tool you use, you&#8217;re able to see how frequently you&#8217;re asking for NPS feedback. That should also include in-app surveys. One way to do this is to track each customer&#8217;s most recent NPS response in your&nbsp;CRM.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For example, Simplesat intregrates with Hubspot. This lets you see when each customer last responded to an NPS survey. Using that, you can automate your next in-app survey or email to send 3 months later. Make sure you&#8217;re not asking too often across both&nbsp;channels.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">What would an NPS email look like? Here&#8217;s a good&nbsp;example:<\/span><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Here&#8217;s what it does&nbsp;well:<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Has a clear subject line that states you&#8217;re asking for&nbsp;feedback<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It&#8217;s succinct and gets straight to the NPS&nbsp;question<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">The NPS question is represented&nbsp;visually&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">It&#8217;s branded and feels like it came from your&nbsp;company<\/span><\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 400;\">Less is more with these emails. Customers are used to them, so you don&#8217;t need to reinvent the&nbsp;wheel.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Tailoring your NPS question<\/b><\/h2>\n\n\n\n<p>You can also slightly customize your NPS question to fit your company better and make it less generic. <a href=\"https:\/\/www.zendesk.com\/\">Zendesk<\/a> has a great article about <a href=\"https:\/\/support.zendesk.com\/hc\/en-us\/articles\/203759086-NPS-Best-Practices-The-most-effective-way-to-send-a-Net-Promoter-Score-survey\">how to send an efficient&nbsp;NPS<\/a>.<\/p>\n\n\n\n<p>Here\u2019s a handy table from that post about&nbsp;customization:<\/p>\n\n\n<div class=\"wp-block-image border\">\n<figure class=\"aligncenter\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/Screen-Shot-2019-04-08-at-1.30.33-PM-1024x903.png\" alt=\"NPS can also be lightly customized\" class=\"wp-image-1186 lazyload\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/903;\" \/><figcaption class=\"wp-element-caption\">Source: Zendesk<\/figcaption><\/figure>\n<\/div>\n\n\n<p>Net promoter surveys are pretty simple to begin with, but subtle customization will help you get more and targeted information from your&nbsp;responses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Tracking NPS for different groups<\/b><\/h2>\n\n\n\n<p>You might also want to dive into NPS across various customer segments. Maybe you have happier customers that use one of your services. Or, customers who are early in the customer journey might respond poorly because there\u2019s a problem with your&nbsp;onboarding.<\/p>\n\n\n\n<p>NPS combined with data about your customer base is incredibly&nbsp;powerful.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Using an employee net promoter score (eNPS)<\/strong><\/h3>\n\n\n\n<p>Let&#8217;s take a quick side trip&nbsp;here.&nbsp;<\/p>\n\n\n\n<p>You might be surprised to hear that you can use NPS for employees too. The employee net promoter system can be really useful for measuring employee&nbsp;experience.&nbsp;<\/p>\n\n\n\n<p>You can calculate it the same way as a regular NPS score, but it offers different information. eNPS is primiarly a barometer for employee sentiment. It will give you a sense&nbsp;of<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Job satisfaction \u2014 are your employees happy with their&nbsp;jobs?<\/li>\n\n\n\n<li>Employee retention \u2014 how likely are your employees to stick&nbsp;around?<\/li>\n\n\n\n<li>Company culture \u2014 do your employees like and respect the&nbsp;culture?<\/li>\n\n\n\n<li>Recruitment \u2014 how easy will it be to attract&nbsp;talent?<\/li>\n<\/ol>\n\n\n\n<p>eNPS can be a valuable tool, but it does tend to oversimplify some complex issues. We recommend using it as part of a broader set of HR&nbsp;metrics.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What to do with the results<\/strong><\/h2>\n\n\n\n<p>First of all \u2014 don\u2019t worry if you come up with a low NPS at first. You\u2019re learning, and there are ways you can deal with&nbsp;it.<\/p>\n\n\n\n<p>As for what to do with the results, different score groups require different&nbsp;actions.<\/p>\n\n\n\n<p><strong>Promoters<\/strong>: use them to your&nbsp;advantage:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ask for reviews on GetApp, G2Crowd, Capterra, or&nbsp;similar<\/li>\n\n\n\n<li>Ask them for a testimonial or case study that you can put on your website&nbsp;and social&nbsp;media<\/li>\n\n\n\n<li>Point them to a referral program if you have&nbsp;one<\/li>\n<\/ul>\n\n\n\n<p><strong>Passives<\/strong>: try to turn them into&nbsp;promoters:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read why they chose that&nbsp;score<\/li>\n\n\n\n<li>If they didn&#8217;t specify,&nbsp;have customer service reach out and&nbsp;ask<\/li>\n\n\n\n<li>See if there are any quick wins to be had or fixes you can make that would make them change their&nbsp;score<\/li>\n<\/ul>\n\n\n\n<p><strong>Detractors<\/strong>: reach out&nbsp;urgently:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reach out personally, regardless of whether they gave an explanation or&nbsp;not<\/li>\n\n\n\n<li>Figure out what you can do to fix whatever made them give you a low&nbsp;score<\/li>\n<\/ul>\n\n\n\n<p>Don\u2019t forget to reach out to passives and detractors after you have made fixes or changes to your product or&nbsp;service.<\/p>\n\n\n\n<p>Letting them know you listened to their feedback and took it seriously will increase their brand loyalty. They might even go back and change their score, which is a welcome result to see for your&nbsp;work.<\/p>\n\n\n\n<p>It\u2019s also a good idea to keep a regular track of your NPS so you can see how it changes over&nbsp;time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>How NPS works with other customer satisfaction metrics<\/b><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">NPS is a great place to start with tracking customer satisfaction. It&#8217;s easy for you to set up and customers to respond to. It gives you an easy to interpret metric and feedback on how to&nbsp;improve.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Combining it with other metrics provide you with a more comprehensive look at your customer&nbsp;experience.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Customer effort score (CES)&nbsp;<\/b><\/h3>\n\n\n\n<p><a href=\"https:\/\/canny.io\/blog\/customer-satisfaction-metrics\/#2_CES\"><span style=\"font-weight: 400;\">Customer effort score<\/span><\/a><span style=\"font-weight: 400;\"> looks at how easily customers can use your service, get support, or find info they need. CES asks customers to rank how easy it was to resolve their issue from 1 to 7, with 7 being very easy. Ideally, you&#8217;ll have high CES scores and NPS. But, if they show different trends, it&#8217;s worth&nbsp;investigating.&nbsp;<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1520\" height=\"740\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/ces.png\" alt=\"CES calculation\" class=\"wp-image-3588 lazyload\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/ces.png 1520w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/ces-768x374.png 768w\" data-sizes=\"(max-width: 1520px) 100vw, 1520px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1520px; --smush-placeholder-aspect-ratio: 1520\/740;\" \/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\">For example, let&#8217;s say your NPS is great, but CES is low. That could mean your customers love your product, but find it difficult to get&nbsp;help.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight:&nbsp;400;\">&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Customer satisfaction score (CSAT)<\/b><\/h3>\n\n\n\n<p><a href=\"https:\/\/canny.io\/blog\/customer-satisfaction-metrics\/#3_CSAT\"><span style=\"font-weight: 400;\">Customer satisfaction score<\/span><\/a><span style=\"font-weight: 400;\"> measures overall sentiment and satisfaction. Typically, you\u2019d ask customers to rate their satisfaction from 1 to 5, 5 being very satisfied. The higher your scores, the more satisfied your customers are. That can indicate how likely your customers are to stick&nbsp;around.&nbsp;<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1520\" height=\"740\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/csat.png\" alt=\"CSAT calculation\" class=\"wp-image-3589 lazyload\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/csat.png 1520w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2022\/09\/csat-768x374.png 768w\" data-sizes=\"(max-width: 1520px) 100vw, 1520px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1520px; --smush-placeholder-aspect-ratio: 1520\/740;\" \/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">You can use CSAT to look at specific interactions in the short-term, whereas NPS looks at broader long-term trends. This lets you identify if you have specific issues to resolve that haven&#8217;t shown up in NPS scores&nbsp;yet.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>How do they work together?<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Tracking all 3 of these metrics lets you track customer experience from different perspectives. Each of them can help you identify problems and&nbsp;improve.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For a more detailed look at using these three metrics <\/span><a href=\"https:\/\/canny.io\/blog\/customer-satisfaction-metrics\"><span style=\"font-weight: 400;\">check out our guide here<\/span><\/a><span style=\"font-weight:&nbsp;400;\">.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Start with NPS for an easy first idea of customer satisfaction<\/strong><\/h2>\n\n\n\n<p>NPS is an easy to implement first solution. It\u2019s perfect when you\u2019re just starting out with measuring user&nbsp;experience.<\/p>\n\n\n\n<p>It gives you a quick general idea of what\u2019s going on with customer satisfaction, and is an excellent source of general&nbsp;feedback.<\/p>\n\n\n\n<p>You get the chance to reach out to unhappy users personally, make it right, and see the difference it makes to your bottom&nbsp;line.<\/p>\n\n\n\n<p>Do you use NPS? What are some of the biggest improvements you\u2019ve made based on survey&nbsp;results?<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"Canny free trial\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/><\/a><\/figure>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>There\u2019s a simple metric that gives you a good, easy snapshot of your customers&#8217; satisfaction. What is NPS (Net Promoter Score) and how do you use it?<\/p>\n","protected":false},"author":24,"featured_media":7066,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[8],"tags":[],"class_list":["post-1182","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-feedback"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What is NPS and how to use it to gauge customer satisfaction - Canny Blog<\/title>\n<meta name=\"description\" content=\"There\u2019s a simple metric that gives you a good, easy snapshot of your customers&#039; satisfaction. 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