Understanding NPS Score Ranges as a Customer Service KPI

Overview of NPS Score Ranges

In the realm of customer service, the Net Promoter Score (NPS) Ranges is a key performance indicator (KPI) that categorizes customers into Promoters, Passives, and Detractors based on their responses to the question: "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?"

This classification is crucial as it helps businesses understand their customers better, gauge customer loyalty, and obtain insights on customer satisfaction.

• Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
• Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Calculating NPS Score Ranges

The NPS is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. Passives count towards the total number of respondents, which decreases the percentage of detractors and promoters and pushes the net score towards 0.

Here's the formula represented in more detail:

NPS Score = % of Promoters - % of Detractors

% of Promoters = (Number of Promoters / Total Number of Respondents) * 100
% of Detractors = (Number of Detractors / Total Number of Respondents) * 100

Monitoring the NPS Score Ranges helps companies identify areas that need improvement. By focusing on enhancing the customer experience, companies can convert Detractors and Passives into Promoters, thereby increasing their NPS Score.