Net promoter score

Businesses need money. Businesses need customers and investors. Businesses need promoters and surveys to prove it. These facts form the basis of the net promoter score.

Some of the most effective sales pitches and speeches don't sound needy while cleverly creating a feeling of a real need or want. If that customer feeling usually carries through to satisfaction with the end product, then you might have a very good NPS which is attractive to investors.

Net promoter scoring of answers

Possible answers can be a number from 1 (strongly disagree or disfavor) to 10 (strongly agree or favor). In that case, you can divide results as follows.

  • Promoters (9 or 10)
  • Neutral (7 or 8)
  • Detractors (1, 2, 3, 4, 5 or 6)

Once divided and counted calculate \( \text{NPS} = \sum{\text{Promoters}} - \sum{\text{Detractors}} \).

Another scoring range might limit the range more like scale from 1 to 5, as follows.

  1. Strongly agree
  2. Agree
  3. Neutral
  4. Disagree
  5. Strongly disagree
  6. Not applicable

This list could roughly be interpreted as follows:

  • Promoters (strongly agree or agree)
  • Neutral (not applicable)
  • Detractors (neutral, disagree or strongly disagree)

Employee NPS questions

Here are some questions an employer might ask their employees to measure NPS of how the company serves the employees.

  1. I would recommend my employer as a great place to work.
  2. Working at my place of employment inspires me to do my best.
  3. My employer motivates me to contribute more to complete my work.
  4. If I were offered a comparable position at another company, I would not leave my employer.
  5. The people in my organization demonstrate a high degree of integrity and respect.