What is a NPS (Net Promoter Score)?
Understanding NPS (Net Promoter Score) in E-commerce
Quick Definition
Net Promoter Score (NPS) is a customer loyalty metric measuring the likelihood of customers recommending a business to others. Calculated by surveying customers who rate their experience on a 0-10 scale, NPS categorizes respondents as Promoters (9-10), Passives (7-8), and Detractors (0-6), providing a single numerical indicator of customer satisfaction and potential growth.
Understanding Net Promoter Score (NPS)
NPS Calculation Method
NPS = % Promoters - % Detractors
Example Calculation:
Total Responses: 100
Promoters (9-10): 60
Passives (7-8): 20
Detractors (0-6): 20
NPS = (60% - 20%) = 40
NPS Customer Segments
Promoters (9-10)
Loyal enthusiasts who will likely recommend your business and drive organic growth
Passives (7-8)
Satisfied but not enthusiastic customers who could switch to competitors
Detractors (0-6)
Unhappy customers who might spread negative word-of-mouth
Industry NPS Benchmarks
| Industry | Average NPS | Top Performers |
|---|---|---|
| E-commerce | 30-45 | 60+ |
| Technology | 20-40 | 50+ |
| Retail | 25-35 | 45+ |
Improving Customer Experience
Tools like Growth Suite can help track customer sentiment by providing post-purchase engagement analytics and personalized follow-up strategies that can potentially improve NPS by addressing customer concerns proactively.
A high NPS indicates strong customer loyalty, reduced churn, and increased potential for organic growth through positive word-of-mouth recommendations.
Put NPS (Net Promoter Score) into Practice
Ready to apply these concepts to your store? Growth Suite provides the tools you need to implement effective nps (net promoter score) strategies.
Other Terms in "N"
- Native Advertising
- Native Integration
- Natural Language Processing (NLP)
- Navigation
- Navigational Query
- Net Profit
- Net Promoter Score (NPS)
- Net Revenue