How to analyze Net Promoter Score?
Analyzing Net Promoter Score (NPS) involves a comprehensive approach that goes beyond simply calculating the overall score. NPS responses can be analyzed by tracking changes to the score over time, tagging and classifying responses that are undefined, visualizing the data on a dashboard, and doing a root cause analysis.
Here’s a step-by-step guide to effectively analyzing NPS:
- Determine and monitor your NPS rating: Find out what proportion of your responses are promoters (scores 9–10), passives (scores 7-8), and critics (scores 0-6). To find your NPS score, subtract the percentage of critics from the percentage of supporters. Monitor trends in consumer sentiment by tracking this score over time.
- Divide up your data: Sort your NPS data by customer demographics, product usage trends, or acquisition methods, for example. This segmentation aids in locating possible problems or targeted areas for improvement within certain clientele.
- Examine input from supporters and detractors: Examine the open-ended comments from supporters and critics with great attention. To determine the underlying causes of their ratings, look for recurring themes and patterns in their answers.
- Determine the main reasons and motivators: Examine the comments made by supporters and critics to ascertain the main factors affecting their NPS ratings. Investigate further to identify the underlying factors influencing these drivers, such as particular product attributes, negative customer service encounters, or price problems.
What is Net Promoter Score in Product Management?
The Net Promoter Score (NPS) is an important component of that serves as a growth indicator. This metric, which serves as a measure of customer loyalty, is incorporated into the process of developing new products. Let’s look at how Net Promoter Score and Product Management interact, and how customer feedback can be used to create products that connect.
Table of Content
- What is the Net Promoter Score?
- Why is the Net Promoter Score important?
- Importance of Net Promoter Score:
- How to calculate NPS?
- Net Promoter Score scale: Detractors, Passives, Promoters
- How to analyze Net Promoter Score?
- How to create a NPS survey?
- How to run surveys and collect NPS feedback?
- Conclusion: Net Promoter Score
- FAQs on Net Promoter Score