NPS is an acronym for Net Promoter Score, which measures customer loyalty towards a company.
How do you measure a NPS?
Success teams must first send out a survey to their customers with one question “How likely is it that you would recommend [company name] to a friend or colleague”. Respondents are asked to provide a rating between 1 and 10. 10 means they are very likely to recommend the company.
Dividing Customers into 3 Categories
Once the customers have responded to the survey they are then split up into 3 groups based on their responses: Promoters, Passives, and Detractors.
Promoters are the folks who answer with a score of 9 or 10 to the survey. Passives are folks who respond with a score of 7 or 8. Finally, Detractors are folks who responded with scores ranging from 0-6.
Calculating the NPS
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
The scores can range from -100 to +100. The customer experience is better if the score moves toward +100. Below is a graphic that illustrates what scores mean within the range.
ReturnSafe (now WorkEQ) Score and Explanation
According to Beamer, a leading user engagement platform provider, the average NPS score in the SaaS industry as a whole is 31 and a score of 50 for a SaaS company is considered quite good.
ReturnSafe scored an 86 in the most recent NPS survey. This puts ReturnSafe customer loyalty in the world-class category.
How was the score calculated?
The Customer Success team recently conducted an NPS survey of customers for the second quarter. The NPS survey is sent out to customers a few months after onboarding and then on an annual basis.
The team is overjoyed to hear that customers are having a world-class experience when using ReturnSafe. As variants arise and guidelines change, the entire team is dedicated to helping customers and their employees, students, and event attendees stay safe.