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- How are Net Promoter Scores calculated for various apps (by Zylo, G2Track, Zluri)? What does it measure - Utility, Efficiency or Something else?
How are Net Promoter Scores calculated for various apps (by Zylo, G2Track, Zluri)? What does it measure - Utility, Efficiency or Something else?
To calculate the NP score, the following question is asked of the customers.
“On a scale of 0 to 10, how likely would you recommend our organisation to a friend or colleague?”
Based on the number a customer chooses, they’re classified into one of the following categories: “Detractors,” “Passives,” and “Promoters.”
0 – 6: Detractors: This group represents unhappy customers who are unlikely to buy from you again.
7 – 8: Passives: This group represents customers who had no issue with their customer experience but weren’t impressed enough to become a promoter.
9 – 10: Promoters: This category means you’re winning because you have a high percentage of promoters referring your business to consumers.
You can think of the NPS system as similar to a four-star system on an online review, but the NPS scale gives you a broader way (and a more accurate method) to measure customers’ opinions.
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To calculate the NP score, the following question is asked of the customers.
“On a scale of 0 to 10, how likely would you recommend our organisation to a friend or colleague?”
Based on the number a customer chooses, they’re classified into one of the following categories: “Detractors,” “Passives,” and “Promoters.”
0 – 6: Detractors: This group represents unhappy customers who are unlikely to buy from you again.
7 – 8: Passives: This group represents customers who had no issue with their customer experience but weren’t impressed enough to become a promoter.
9 – 10: Promoters: This category means you’re winning because you have a high percentage of promoters referring your business to consumers.
You can think of the NPS system as similar to a four-star system on an online review, but the NPS scale gives you a broader way (and a more accurate method) to measure customers’ opinions.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article