Understanding and Calculating Net Promoter Score PPT

This PPT slide, part of the 47-slide The Net Promoter Score (NPS) PowerPoint presentation, presents the Net Promoter Score (NPS) methodology, a key metric for gauging customer loyalty and satisfaction. It starts with a clear question: "On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or colleague?" This question is pivotal as it captures the essence of customer sentiment.

The scale is visually represented, dividing respondents into 3 categories: those who score between 0-6 are labeled as "Not likely to Recommend," while scores of 7-8 fall into a neutral category, and scores of 9-10 indicate "Extremely likely to Recommend." This segmentation is crucial for understanding customer attitudes and behaviors.

The NPS is calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10). The slide provides an example with specific response counts: 28 responses in the detractor range, 55 in the neutral range, and 17 in the promoter range. The total number of responses is 100, allowing for a straightforward calculation of NPS.

In this example, the NPS is derived as follows: 17% (promoters) minus 28% (detractors) results in an NPS of -11%. This negative score highlights potential areas for improvement in customer experience and satisfaction. Understanding these metrics can guide strategic decisions and enhance overall performance. The clarity and structure of the slide make it a useful tool for executives looking to leverage customer feedback effectively.

This slide is part of the The Net Promoter Score (NPS) PowerPoint presentation.

Developed by a Senior Executive and Operational Excellence Coach with experience at organizations including NOKIA, MICROVENTION, and MAGELLAN, this presentation covers the Net-Promoter-Score (NPS) and 10 Deployment Best Practices.

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Customer Satisfaction Customer Loyalty Net Promoter Score Customer Experience Feedback

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