What is Net Promoter Score (NPS)?
Net Promoter Score, or NPS, measures how likely customers are to recommend your store. They answer one question on a scale of 0 to 10. Your NPS is the percentage who answer 9 or 10 minus the percentage who answer 0 to 6.
How do you calculate NPS?
Bain & Company, the score's creator, calls answers of 9 or 10 promoters, 7 or 8 passives and 0 to 6 detractors. NPS = % promoters minus % detractors. Say 80 buyers answer: 44 promoters, 24 passives and 12 detractors. That is 55% minus 15%, an NPS of 40. Passives count only in the total. The score runs from -100 to 100.
What is a good Net Promoter Score?
An NPS above 0 is good, above 20 favorable, above 50 excellent and above 80 world-class, by the bands Qualtrics credits to Bain. A fairer test is your last quarter's score, asked the same way.
What is the NPS survey question?
Bain's wording is "How likely are you to recommend us to a friend or colleague?" Then ask buyers why, in their own words. Ask each buyer after an order, at most once every three months, or all past buyers once or twice a year. Track the two scores separately.
How do you collect NPS on Shopify?
Survey apps can ask the question on your thank-you page or by email. Shopify's free Forms app can too, in a popup or on a page. Add a "Radio buttons" field, a list where the shopper picks one option, and make the options 0 to 10. Open Apps, then Forms, click the form and then "View submissions" to see every answer, and count them yourself. Too few answers, or only your biggest fans, can skew your NPS, Shopify's blog warns.
NPS vs CSAT and product reviews
A CSAT score rates one moment from 1 to 5. A product review rates one product. NPS covers your whole store. All three record opinions, not orders, so check your returning customer rate and churn rate.
Reviews and repeat orders, with Sledge
Sledge has no survey or NPS tool. Sledge's product reviews ask "How would you rate this item?" by default, from 1 to 5 stars. On a paid plan, Growth Intelligence can spot when few buyers return and suggest product recommendations as a fix. Its suggested fixes add up to one sales estimate in your store's currency, labeled "Est. potential".
