{"id":2428,"date":"2022-03-23T15:45:06","date_gmt":"2022-03-23T15:45:06","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=2428"},"modified":"2025-03-12T10:24:05","modified_gmt":"2025-03-12T10:24:05","slug":"what-is-nps","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/what-is-nps\/","title":{"rendered":"What is NPS\u00ae?"},"content":{"rendered":"
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What is NPS\u00ae?<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

The Definition and Interpretation of the Net Promoter Score\u00ae<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t

The NPS (Net Promoter Score) is a key figure that provides information about the satisfaction of customers with a company and thus also about its success. In a short, standardized survey, customers are asked to state how likely they are to recommend a company or product to others and to give reasons for their rating. These ratings build the basis to subsequently calculate the Net Promoter Score.<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\"What\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n
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For many years, the NPS has accompanied companies for many years as a key performance indicator on their way to a\u00a0better understanding of both customers and increasing customer loyalty<\/strong>. But where did the idea come from to use numbers to display customer satisfaction?<\/p>\n

In 2003, Fred Reichheld\u2014a\u00a0partner at Bain & Company<\/strong>, the world’s largest management consultancy\u2014started looking for a method to measure customer loyalty and the willingness to recommend. Together with his research team, he sent 20 different questionnaires to thousands of customers in six types of industries.\u00a0During his investigation, it became clear that there is no need for complex studies to measure customer loyalty<\/strong>. Instead, one or two questions, continuously asked, are sufficient to determine the willingness to recommend. Based on his research, Reichheld finally developed the\u00a0Net Promoter System\u00ae<\/sup><\/a>. In the years that followed, the NPS was continuously developed and has since made its triumphant advance not only through large but also small and medium-sized companies.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n

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Table of Contents<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
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  1. \n\t\t\t\t\t\tA Brief Overview of NPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
    \u2022 What the Number on the Mood Barometer Reveals about the Customer<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  2. \n\t\t\t\t\t\tThe Net Promoter Score\u2014More Than Just a Number<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
    \u2022 Four factors that Speak in Favor of the Net Promoter Score<\/a><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  3. \n\t\t\t\t\t\tMilestones in Dealing with NPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  4. \n\t\t\t\t\t\tFive Questions about NPS<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t
  5. \n\t\t\t\t\t\tConclusion<\/a><\/strong>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t\t\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n
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    A Brief Overview of NPS<\/h2>\n\t\t\t\t\t\t\t\t
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    Besides\u00a0providing information on key figures such as customer satisfaction and customer loyalty<\/strong>, NPS is also an important comparative value in benchmarking. This is because to discover which company is the most popular with its customers, you only need to compare their Net Promoter Scores. However,\u00a0country-specific and industry-specific differences should also be considered<\/strong>\u2014an\u00a0NPS from Germany<\/a>,<\/a>\u00a0for example, cannot be compared 1:1 with an NPS from the USA.<\/p>\n

    To determine the NPS\u00ae<\/sup>\u00a0value, companies ask their customers about their willingness to put in a good word for them with friends and acquaintances. To do this, they use the same question over and over again:<\/p>\n

    “How likely would you recommend this company to a friend or colleague?”<\/em><\/p>\n

    Respondents can express their approval or disapproval on a number scale with a value from 0 to 10. The higher the number a customer chooses, the more likely they are to recommend the company. In an additional open answer field, the customer can\u00a0give further feedback and justify his answer.<\/strong>\u00a0The\u00a0Net Promoter Score is then calculated<\/a>\u00a0based on the responses received. Like a thermometer measuring customer satisfaction, the NPS can go up to +100 or down to \u2212100.<\/p>\n\n\t\t\t\t\t\n\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t

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    The Net Promoter Score\u00ae (NPS) is a\u00a0key metric<\/strong>\u00a0that provides information about a company’s success\u2014more precisely, customer satisfaction, customer loyalty, and the willingness to recommend. The measurement bases itself on a\u00a0simple,<\/a>\u00a0s<\/a>tandardized<\/a>\u00a0customer survey<\/a>.<\/p>\n

    Good to know:<\/strong>\u00a0NPS is sometimes incorrectly referred to as the \u201cNPS Score\u201d or \u201cNPS Value\u201d. Strictly speaking, however, this designation is incorrect, as you would then write it out as \u201cNet Promoter Score Score\u201d or \u201cNet Promoter Score Value\u201d.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t

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    What the Number on the Mood Barometer Reveals about the Customer<\/h3>\n\t\t\t\t
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    With their answer, the customer determines whether the mood barometer rises or falls. Depending on their level of agreement, the survey participants fall into one of three categories:<\/p>\n