Net Promoter Score
Our path to success lies in getting people to love our products and services. NPS data gives offering teams a simple way to take the pulse of their users. User feedback helps identify critical issues to address what will provide the most impact, as well as differentiators to promote to a target audience. Over time, a team can track their progress with users as their Net Promoter Score trends up or down.
All IBM product teams
UX & Visual Design
1_Ask the question
Users are asked to score their likelihood to recommend an offering on a 0-10 scale, with an option to provide additional free form feedback. The question is standard and can be asked across multiple channels such as web, mobile, and email.
2_Calculate the score
Three segments of users are as identified:
The score is calculated as follows:
% promoters - % detractors = NPS
3_Interpret your score
The possible range of NPS is from -100 to +100. Based on published data, software benchmark data is as follows.
My entire process for designing the NPS application was documented during my Design Talk Webinar with InVision.
Watch the video below to learn more.