You Have To Measure This Great Metric!

If you are starting a business or you already have one up and running, you should be aware of how many metrics you track and how they impact your customers experience. The last thing you need in your business is someone talking bad about it for things you could’ve prevented, right? That’s why today I decided to talk about a great metric that will help you understand what a great business (or not) you own. I’m talking of the Net Promoter Score – also known as – NPS.

NPS is a feedback form that shapes a customer’s experience into a score that goes from 1 to 10, where scores that go from 1 to 6 are detractors (meaning they will talk bad about your business), scores 7 and 8 are neutral and finally scores 9 and 10 are from promoters – customers who will eventually share good reviews about your product or service and bring in new customers to your funnels! If you want to learn more about funnels, read “Infinite Growth Hack For Your Business”.

How To Calculate NPS?

Now that I showed you what amazing things a good NPS can do to your business you might be wondering how to calculate it. The good news is that in order to calculate your NPS, you just have to share the form with your customers and let them be honest!

After having a lot of answers from your customers, it’s time to do some math. In order to know your NPS, you need to subtract the percentage of detractors from the percentage of promoters. If you have 70% of promoters, 5% of neutral answers and 25% of detractors, your NPS is 50!

How To Use NPS To Improve My Business?

Now, the important thing you need to learn is how to take the NPS survey further and develop even more your customer experience. That’s why I don’t recommend you to only do one question in your NPS survey.

In order to improve your business, you need to understand why people are giving you that score. You should always leave an empty box for people to freely write their opinions and justify their score. Perhaps they might give you insights that you would never get to by thinking alone!

Try to see the NPS survey as a positive thing and a step towards a better version of your product and company!

If you want to learn about other metrics, I recommend you read “How Much Do You Spend To Get New Customers?” and “How Much Time Do Customers Use Your Products?” – this way you’ll be a master of metrics in no time!

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