NPS - index of customer loyalty


Would you like to know how loyal your customers are to you? Are they ready to recommend you to their friends and colleagues? The customer loyalty indicator - NPS (Net Promoter Score) or consumer loyalty index will help you with this.

The NPS calculation is based on users' responses on a scale with scores from 0 to 10 to a question in the style of "How likely is it that you will recommend our company to a friend or colleague?", where 0 points is unlikely to recommend and 10 points is very likely.

Now, thanks to FormDesigner, you can create a survey to determine the consumer loyalty index, calculate it and get the context of your results.

All this can be obtained thanks to our new field of the web form - NPS, which has become available in all paid tariffs. This field is in the list of additional fields of the form:

Adding an NPS element to a web form

Using this field of the web form, FormDesigner will collect all user responses and calculate the consumer loyalty index for you. To do this, go to the "Statistics" tab in the "Bar chat" section. There you will see the following results:

Calculation of the NPS index (consumer loyalty index)

Customer responses are classified as follows:

  • 0 – 6 points — detractors. They are the ones who leave negative reviews about you and will find a replacement for you at any convenient opportunity;
  • 7 – 8 points — passives. These are indifferent customers who treat you normally, but may change their preferences in favor of competitors;
  • 9 – 10 points — promoters. Loyal customers who will continue to buy your products and leave positive feedback about them.

It is the promoters who are your most valuable asset. According to statistics, they are:

  • 4 times more often than all other customers make repeat purchases;
  • are 5 times more tolerant of your mistakes;
  • they are testing your updates 7 times more actively.

How is NPS calculated?

Net Promoter Score can be calculated using the following formula:

NPS = number of promoters (%) - number of detractors (%)

A simple example. You have received 100 responses to your survey.

  • 20 responses ranged from 0 to 6 ("detractors")
  • 15 responses ranged from 7 to 8 ("passives")
  • 65 responses ranged from 9 to 10 ("promoters")

As a percentage, these are the following results:

  • Detractors - 20%
  • Passives - 15%
  • Promoters - 65%

Thus it is possible to calculate:

NPS = 65 - 20 = 45

The result of calculations always varies from -100 — everyone hates your company — to 100 — everyone loves it.

Do you want to know the value of Net Promoter Score, but do not want to perform all these calculations? Use our NPS form field in your survey and FormDesigner will do all this for you!

That's all for today. Have a good day!

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