如何计算Net Promoter Score
learn.whatIsHeading
Measures customer satisfaction and likelihood to recommend using a simple survey. Predicts growth and identifies detractors and advocates.
分步指南
- 1Ask: "On 0-10 scale, how likely recommend to friend?"
- 2Score 9-10: Promoters, 7-8: Passives, 0-6: Detractors
- 3Calculate: (Promoters - Detractors) ÷ Total × 100%
- 4Track over time by segment
例题解析
输入
70% promoters
结果
NPS 60
常见错误注意事项
- ✕Only tracking overall NPS, not by customer segment
- ✕Not following up with respondents to understand why
常见问题
What's a good NPS score?
Below 0 poor, 0-30 good, 30-70 excellent, 70+ best-in-class depending on industry.
How do I improve NPS?
Follow up with detractors to fix issues, engage promoters for referrals, reduce passives.
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