In January this year, the same as every year before, we conducted a survey with the goal to learn our Net Promoter Score. Based on the replies we got, our NPS score in 2022 is 38—which is actually pretty cool! But what does it all mean, though? Why does this score matter and why do we take such great care to measure it every year? Read on to find out!
Net Promoter Score (or, simply, NPS) is a gold standard research metric that helps companies evaluate user experience by measuring their customers’ loyalty and their satisfaction with the product/service. The metric was developed in 2003 by Bain & Company and is used by millions of companies worldwide.
An NPS survey can consist of one or several questions but the main question remains: “How likely are you to recommend us to a friend or a colleague?”. Respondents rate the possibility on a scale from 0 (not at all likely) to 10 (extremely likely). Depending on the score they give, they fall into one of three categories:
- Promoters (those who gave either 9 or 10, loyal customers and avid supporters of the brand, will refer others to it if given the opportunity)
- Passives (those who gave a score between 6 and 8, unlikely to recommend the brand but won’t harm its reputation either)
- Detractors (those who gave a score between 0 and 5, dissatisfied customers, very likely to discourage others from trusting the brand)
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. A resulting score is a number between -100 and 100.
What NPS Is Considered Good?
Clearly, the perfect score of 100 is impossible to achieve since you just can’t please everyone. The creators of NPS, Bain & Company, suggest the following scale to help interpret the scores:
- above 0 is good
- above 20 is favorable
- above 50 is excellent
- above 80 is world-class.
However, the benchmark varies depending on the industry. In B2B the industry average is between 25 and 33.
Basically, FlippingBook Is Doing Well (And We Strive to Do Even Better)
As we’ve said at the beginning of the article, we’ve scored 38 in our NPS survey this year. Which is higher than the industry average and higher than we scored last year (34). We’re really happy and proud that we’ve managed to improve our clients’ experience with our products. Most importantly though, we’re going to use this result and all the feedback we’ve gotten through the survey to do even better next year. 38 is good but there’s always room to grow.
And last but not least, we’ve planted a tree in our forest for every person who took part in our NPS survey so that we’re not the only ones who get to grow.🍃
P.S. If you’re a user of FlippingBook and you haven’t taken the NPS survey but you want to give us a piece of your mind, whether it’s a question, suggestion, or feature request, you can chat to us whenever—we’re always here to help!