What is NPS?®

Net Promoter Score®, or commonly known as NPS®, is an industry leading way to measure customer satisfaction. We've selected it as our tool of choice at LoudReply. Many of the largest companies you use every day utilize NPS methodology to help them identify great customer service interactions, and also uncover areas for improvement.

LoudReply has taken this enterprise technology and made it accessible for every small business owner to utilize with no technical skills or costs.

What makes NPS so great, is how simple it is. Simply by asking a customer, "How likely are you to refer a friend or colleague?" you are able to understand your customer sentiment.

How to Measure NPS®

Overview of NPS *image credit: https://www.qualtrics.com/blog/what-is-nps/

Detractors

For all respondents that enter a score 1-6, they are considered, "Detractors." Detractors are customers who are not advocates, and might actually be extremely negative towards your brand. For any type of business, whether you are a plumber, lawyer, manage a restaurant, etc. it is critical to understand the reason for low ratings and fix the problem.

Another way to think about it, detractors are the customers rating businesses very low on review websites, telling their friends about the negative experience, and could be potentially driving away future business. Don't let your customers become a detractor!

Passives

For all respondents that enter a score of 7 or 8, they are considered, “Passives.” Just like the name implies, these customers are not willing to go out of their way to promote your business, but they also are not the type to drive business away.

Pro Tip: You can turn passives into a promoter easily! Understand why their experience didn't impress them for next time.

Promoters (wohoo!)

For all respondents that enter a score of 9 or 10, they are considered, “Promoters.” Promoters are your brand advocates. They are the customers that will recommend your product or services to their friends, write positive reviews for you on the internet, and tend to be your highest paying and valuable customers.

NPS Benchmarks

See how your average NPS® score aligns with some of the largest companies in the world.

Auto Dealers

48

Banks

32

Computers and Tablets

40

Fast Food

30

Internet Providers

16

Investment Brokerages

40

Retailers

35

Software

41

Supermarkets

39

TV Providers

11

Utilities

27