如何计算净启动子评分[公式]

小时候，我无法决定要做什么，但是我知道我不想做需要数学的工作。事实证明，大多数工作至少需要一点数学。尽管在客户成功中工作的日常责任可能不需要您每天打破TI-83图形计算器，但数据收集和分析可以帮助您在工作中变得更好。

In customer service, a great way to collect and analyze data is by figuring out yourNet Promoter Score®(NPS) data. By learning more about your customers and collecting their feedback, you can identify customer behaviors and challenges proactively -- and reach out to赋予他们成功, instead of waiting for them to callyouwith a problem.

在这篇文章中，我们将查看如何计算NPS以基准客户满意度和identify opportunities for客户喜悦。

If you're like me and need a little help with the math, let's walk through this calculation using the formula and steps below.

Net Promoter Score Formula

NPS的公式看起来像：Net Promoter Score= (Number of Promoter Scores/Total Number of Respondents) - (Number of Detractor Scores/Total Number of Respondents)

或者，对于更视觉上的表示，我们可以使用此方便的图形。

例如，如果您调查100个客户，并且结果由70个发起人，10个被动剂和20个批评者组成，则您的NPS为50（70％-20％= 50％）。

Now that we know the information that we need to gather, let's review how you can calculate this metric using a three-step process.

1. Survey your customers.

NPSis determined by asking customers,“以0-10的比例，您推荐给朋友的可能性有多大？”and asking them why they gave the answer they did.

This question can be deployed in a variety of ways: in the form of a survey, an email follow-up to customer interaction, a pop-up notification, or a social media poll.

为了获得准确的NP，您必须提出上述问题，并提供客户可以选择的0-10个数字规模。提供一个空白领域是习惯和乐于助人的，客户可以详细说明他们给出答案的原因，尽管这种定性的反馈不会影响整体NP，但它使您了解了改进领域，您可以专注于提高。您的总分。

举例来说,这里的鬼马小精灵如何通过教育津贴调查我il after I purchased a product. After this screen, I had the option to write an open response about why I chose the answer that I did.

2. Categorize their responses.

Once you've collected responses to the question, tally how many answers you have in each of the following categories:

• Promoters:People who respond with a score of9或10
• Passives:People who respond with a score of7 or 8
• 批评者：People who respond with a score between0 and 6

As you may have already guessed,promoters是快乐的客户，他们会赞美您的朋友和家人，而detractorsare unsatisfied and not only might churn, but they could dissuade potential new customers from learning more about you.Passivesaren't highly satisfied, so they're at risk of switching to a competitor.

3. Find the Percentage of Promoters and Detractors.

Next, you'll need to find what percentage of your respondents are promoters and detractors. To do this, divide the number of people who rated you positively by the total number of respondents. Then, repeat those steps for people who rated you negatively.

使用上面我们进行的同一示例，如果您调查了100人和70人给出了发起人得分，则您将拥有70％的发起人。如果20人给出负数，那么您将拥有20％的批评者。请确保将小数转换为百分比，因为您需要下一步的值。

4. Calculate the score.

After that, subtract the detractor percentage from the promoter percentage to figure out your NPS. So, if you survey 100 customers, and the result is made up of 70 promoters, 10 passives, and 20 detractors, your NPS would be 50 (70% - 20% = 50%).

Featured Resource:免费的NP计算器

Download the free NPS Calculator轻松确定客户的渴望将您的业务推广到朋友和同事。

因此，这就是计算NP的方法。但是您接下来会做什么？您如何使用这些数据来改善客户的成果？以下是一些问题，您应该要求将分数与之相关。

NP是什么意思？

1. Are your customers satisfied, or are they at risk of churning?

First and foremost, your customer NPS gives you an idea of the level ofcustomer satisfactionyou've achieved thus far. The higher your NPS, the greater number of promoters, or happy customers, you have relative to detractors, or unhappy customers.

This is an important metric to track because anNPS®promoter score has a customer lifetime value that's600% - 1400% higherthan a detractor.

Customer NPS gives you a good benchmark to judge your customers' perception and depending on how high -- or low -- the number is, you can take action. If your NPS is low,why低吗？而且，如果您的NP很高，工作出色 - 现在，您将如何利用这一点？

2. How are your customers' opinions trending over time?

随着时间的推移，测量客户NP会通知公司的客户感知如何变化 - 以及它的趋势正面还是负面。如果NPS稳步增长，您的公司正在使客户满意。bob全站app但是，如果NPS下降 - 或者如果您开始获得比发起人更多的被动剂 - 这是您需要挖掘客户定性反馈的标志。

NPS调查通常伴随着一个空间供受访者回答whythey gave the score they did, and this information can be just as valuable as the score itself. Customers could be calling for simple fixes or huge overhauls, and you don't have to take all of their feedback into account. But if multiple customers consistently bring up similar requests and complaints, it could be a great indication of a change you could make that would have a lot of impact.

One of my favorite examples of tracking NPS over time comes fromTaylor & Hart— a London-based jeweler specializing in bespoke engagement rings, uniquely designed and set with ethically sourced diamonds.

In fact, after making NPS its most important metric to track, the ecommerce company grew 2x.

After analyzing its NPS data, the company learned that the product consistently received lower scores than the customer service NPS. This means that customers were satisfied with their service, but not the product. After realizing this trend over time, Taylor & Hart revamped their manufacturing process, including logistics and delivery.

此外，该公司随着时间的推移跟踪了NPbob全站app，并看到了流行的环设计，顶级客户类型和特定地理区域的模式。然后，该公司优化了广bob全站app告活动，并增加了70％的收入。

3. What changes do you need to make?

The answer to that question will request a lot of analysis and introspection. It's likely you won't be able to make those changes overnight. But the qualitative NPS feedback you receive can start a conversation about new products and services, company policies, or promotions you could offer to improve customer perception -- thus making them more likely to recommend you to a friend.

That way, you'll earn more promoters who will, in turn, earn you more business -- by way of referral marketing.

This is important because成长的公司优先考虑客户成功, and use NPS to focus on increasing retention rates. Why you may ask? Because increasing retention by 5% actuallyincreases profits anywhere from 25% to 95%.

NPS调查类型

There are usually two different types of NPS surveys that determine when and how they're sent to customers:

1. Relationship

如果您在长达多年的业务关系中与客户合作，则可以考虑每月或季度自动部署NPS调查，以确保客户满意，并实施可能阻止他们取消竞争对手的反馈解决方案。

两种类型的NPS调查（交易与关系）之间的主要区别在于，关系调查旨在定期收集长期客户的反馈。

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如何使用关系NPS调查的一个示例来自气候学。该公司不bob全站app仅定期与客户联系，而且还与长期发起人联系，以查看他们是否愿意提供客户推荐.

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在上面的示例中，Baremetricscustomer service rep sends a thank you email to a promoter for leaving an NPS and then kindly asks the customer to spread the word about the company. They even provide a pre-written Tweet that the customer can simply copy and paste to their account. This is a great way to build stronger relationships with your loyal customers as well as leverage their experiences for customer advocacy.

2. Transactional

在关键事件中部署事务调查customer lifecycle. Transactional NPS surveys might be sent to customers after they make a purchase, speak to customer service, or if they've gone a certain number of days without logging into software or purchasing a product replacement or refill. You can determine based on your CRM database and marketing automation tools which criterion make the most sense for sending out a survey.

Net Promoter Score is a key metric that can help you increase customer retention and build stronger relationships with your customers.

净启动子，净启动器系统，净启动子得分，NP和与NPS相关的表情符号是Bain＆Company，Inc。，Fred Reichheld和Satmetrix Systems，Inc。的注册商标。bob全站app

编者注：该帖子最初于2017年7月发表，并已更新以进行全面性。