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Net Promoter Score Survey (NPS)

A multidimensional approach to measuring customer experience focused on handling detractors!

Net Promoter Score Survey (NPS)

A multidimensional approach to measuring customer experience focused on handling detractors!

What is the Net Promoter Score (NPS)?

Discover the importance of the Net Promoter Score (NPS) in customer experience management. The NPS is a key indicator used to measure customer satisfaction and loyalty. It is based on a single question asked in an NPS survey: “On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?”

Here are the main types of NPS: 

Transactional

The “interventionist” NPS, measured immediately after a customer transaction, allows for quick interventions to improve operations, although it is less stable and more contextualized. It is a powerful management tool for operations.

Relational

The “informational-interventionist” NPS is generally measured among customers familiar with the company but whose last transaction dates back (Lanla recommends a minimum of three months). Responses are influenced by the company’s reputation, making it sensitive to specific events. Being more stable and comparable, it serves as a marketing tool to guide your company’s strategy.

Comparative

The “informational” NPS measures the perception of people familiar with your company or a competitor but without recent transactions, offering a stable comparison, sensitive to reputation and often used by senior management and boards of directors.

Employees (eNPS)

The “informational-interventionist” NPS assesses employee satisfaction, often in the context of engagement surveys, allowing you to target actions to improve employee engagement and the quality of the customer experience.

Maximize the impact of the NPS by fostering a detractor management culture and gain insights into how the NPS can be a strategic asset in the future of your business.

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Key Benefits of the Net Promoter Score

The NPS is easy to measure

With just one question compared to “composite” indices that require multiple questions.

The index is highly credible

With several studies demonstrating its strong positive correlation with the profitability of a company.

It allows you to position yourself against competitors

With several comparable data available to position yourself in your industry and against your competitors (provided that data collection methods and index calculation are similar).

FAQ

How to calculate NPS?

The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters: NPS = % of promoters − % of detractors. Ratings of 9–10 identify promoters, 7–8 passives and 0–6 detractors. Each percentage is calculated using all valid responses, including passives. The score ranges from −100 to +100.

NPS calculation

What is a good NPS?

A positive NPS means you have more promoters than detractors. But the score alone is not enough to assess your customer experience. At Lanla, we recommend analysing comments to understand the reasons behind the ratings: which pain points should you address for detractors, and which strengths should you highlight to customers? Above all, a useful NPS should help you take action.

The Lanla Benefits

Together, we create the future of your business!

01

Credibility

Benefit from Lanla’s expertise for a comprehensive understanding of your NPS. 

02

Valuable Insights

Gain in-depth analyses for strategic and informed decision-making. 

04

Support

Lanla guides you in the optimal use of your NPS to boost the growth of your business.

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