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.