Question
The Net Promoter Score (NPS) can be used as a Key Performance Indicator (KPI) in a customer-centric product by measuring customer loyalty and satisfaction. It helps in identifying the percentage of customers who are promoters (loyal enthusiasts who will keep buying and refer others), passives (satisfied but unenthusiastic customers who are vulnerable to competitive offerings), and detractors (unhappy customers who can damage your brand through negative word-of-mouth). By subtracting the percentage of detractors from the percentage of promoters, you get your NPS. A high NPS indicates a healthy customer-centric product, while a low NPS can be a signal to reassess product strategies and customer service practices.
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Enter all of the survey responses into a spreadsheet (Excel or Google Sheets) Break down the responses by customer category: Detractors, Passives and Promoters Add up the total responses from each category To get the percentage, take the category total and divide it by the total number of survey responses Subtract the percentage total of Detractors from the percentage total of Promoters and get your Net Promoter Score
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