Understanding Your Net Promoter Score
In this article:
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.
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.
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.
How Does Venga Calculate NPS?
- Clients respond to the NPS question on Venga Feedback Surveys.
- The numbers of detractors and promoters are divided by the total number of responses to determine the detractor percentage and promoter percentage.
- The detractor percentage is subtracted from the promoter percentage to determine the overall net promoter score.
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