Understanding Your Net Promoter Score

In this article:

What is a Net Promoter Score?
What is a Good Net Promoter Score?
Where can I find NPS on the Venga dashboard?
How does Venga Calculate NPS?

What is a Net Promoter Score?

  • A Net Promoter Score (NPS) is a score used to measure your clients’ satisfaction with their experience and their likelihood of recommending your studio to their friends and colleagues.  
  • An NPS question can used on Venga Feedback Surveys to calculate NPS. The question appears on the survey as an 11 point scale (0-10).
  • Responses to the NPS question are divided into three groups.
    • Guests who respond with a score of 0-6 are considered Detractors.
    • Guests who respond with a score of 7-8 are considered Passives.
    • Guests who respond with a score of 9-10 are considered Promoters.

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What is a Good Net Promoter Score?

  • NPS is displayed as a score on a scale from -100 - 100.
  • Any NPS above 0 is considered a good NPS, and means that most of your guests are satisfied.
  • A score above 50 is great, and means you are doing an excellent job meeting your guests' needs. 
  • A score above 70 is stellar, and is rarely reached by most companies. 

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Where Can I Find NPS on the Venga Dashboard

  • The NPS question appears on the Venga Feedback Survey.
  • The NPS score displayed in the review summary on the Reviews page.
  • NPS is displayed as a score on a scale from -100 - 100, calculated by subtracting the percentage of detractors from the percentage of promoters.

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How Does Venga Calculate NPS?

  1. Clients respond to the NPS question on Venga Feedback Surveys.
  2. The numbers of detractors and promoters are divided by the total number of responses to determine the detractor percentage and promoter percentage.
  3. The detractor percentage is subtracted from the promoter percentage to determine the overall net promoter score.

For Example:

A studio has 200 responses to the NPS question on Venga Feedback Surveys

130 are Promoters (9 or 10)

50 are Passives (7-8)

20 are Detractors (0-6)

This means that 65% (130 ÷ 200) of respondents are Promoters and 10% (20 ÷ 200) are Detractors.

The final NPS is calculated by subtracting Detractors from Promoters.

65 - 10 = 55

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