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You Exec - Net Promoter Score Free

The document contains several tables and charts showing Net Promoter Score (NPS) metrics for different companies or divisions. NPS is a metric used to gauge customer experience and loyalty. It is calculated based on responses to a single survey question about how likely a customer would recommend a company or product. The tables show numbers of "promoters", "passives", and "detractors" as well as the resulting NPS scores, which can range from -100 to 100. One chart illustrates how the NPS is calculated based on promoter and detractor percentages. Another shows an NPS dashboard comparing scores across multiple store locations.

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jpereztmp
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110 views

You Exec - Net Promoter Score Free

The document contains several tables and charts showing Net Promoter Score (NPS) metrics for different companies or divisions. NPS is a metric used to gauge customer experience and loyalty. It is calculated based on responses to a single survey question about how likely a customer would recommend a company or product. The tables show numbers of "promoters", "passives", and "detractors" as well as the resulting NPS scores, which can range from -100 to 100. One chart illustrates how the NPS is calculated based on promoter and detractor percentages. Another shows an NPS dashboard comparing scores across multiple store locations.

Uploaded by

jpereztmp
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Promoters = 210 Promoters = 350 Promoters = 710

NPS NPS NPS


Passives = 110 Passives = 480 Passives = 160
47 18 58
NP Detractors = 680 Detractors = 170 Detractors = 130

355
175 New Customers
105 New Customers
New Customers

CHURN 85 65
Customers Lost Customers Lost
250
Customers Lost

REVENU 23% 9% 29%


E DECLINE GROWTH GROWTH
Net Promoter Score
A metric for Relationships, not Transections

0 1 2 3 4 5 6 7 8 9 10

DETRACTORS PASSIVES PROMOTERS

NET PROMOTER SCORE = % Promoters – % Detractors


Net Promoter Score

DETRACTORS PASSIVES PROMOTERS

12 8 1 0 6 12 1 37 56 115 97

12%
40 Detractors 11.6%

NPS TOTAL
27% 93 Passives 26.9%
50 62% 345
212 Promoters 61.5%

NPS = Promoter (50%) – Detractor (36%)


Net Promoter Score

How likely are you to recommend to a colleague or friend?


Extremely
likely

Neutral
Not at
all likely

0 1 2 3 4 5 6 7 8 9 10

DETRACTORS PASSIVES PROMOTERS

NPS == % of Promoters -- % of Detractors


Net Promoter Score Dashboard

SUN 0-6 7-8 9-10 Total NPS

Store 01 140 450 250 840 13

Store 02 90 365 425 880 38

Store 03 45 525 300 870 29

Store 04 8 525 370 903 40

Store 05 45 525 300 870 29

0 1 2 3 4 5 6 7 8 9 10
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