What is Net Promoter Score?
Get an accurate NPS score, by asking everyone, not just the people who transact, with HappyOrNot Kiosks
What is Net Promoter Score NPS?
Net Promoter Score measures customer experience but is focused on a customers’ overall perception of your brand and long-term loyalty. It is a specific question you ask your transacting customers but rarely ask people who are just browsing. So rather than focusing on a specific interaction, like CSAT or CES scores, it is focused on your relationship with the organisation. It can help organisations gauge customer loyalty and predict growth potential.
When does NPS make sense? NPS makes sense when you have a close relationship with a customer, and you are often interacting with them. In that case it doesn’t make sense to ask them about their satisfaction after every interaction like CSAT does. Think professional service firms interacting with their customers.
How is a NPS score calculated
A NPS survey is based on asking a prescribed question “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” It uses a scale of 1-10 where promoters are 9’s and 10’s. Passives are those who score you 7-8. Detractors are deemed as unhappy customers who score you 0-6.
The NPS score is calculated by the % of promoters – % of detractors. Neutrals are excluded from the calculation.
NPS scores can range from -100 to 100. A higher score is better, with scores closer to 100 indicating greater customer loyalty and sentiment.
What is a good NPS Score
A good Net Promoter Score (NPS) depends on the industry, but here are general benchmarks:
- Above 0 → More promoters than detractors, meaning your business has a positive reputation.
- Above 20 → A decent score, indicating a healthy customer experience.
- Above 50 → Excellent; your customers are highly satisfied and loyal.
- Above 70 → World-class; only the most customer-centric companies achieve this.
What are some NPS industry averages
Because NPS isn’t generally associated with a specific transaction or experience it can be asked at any time and is often asked as part of an annual or periodic process by an organisation.
HappyOrNot has collected over 1.5 billion feedbacks across many industries enabling it to generate industry averages for NPS. Listed below are the industry averages for key industries:
Services
- Top 5% – NPS 92
- Middle 50% – NPS 63
- Bottom 10% – NPS 19
Healthcare
- Top 5% – NPS 90
- Middle 50% – NPS 68
- Bottom 10% – NPS 33
Transportation
- Top 5% – NPS 88
- Middle 50% – NPS 53
- Bottom 10% – NPS 15
Retail
- Top 5% – NPS 91
- Middle 50% – NPS 70
- Bottom 10% – NPS 29
Technology
- Top 5% – NPS 88
- Middle 50% – NPS 53
- Bottom 10% – NPS 15
Manufacturing
- Top 5% – NPS 93
- Middle 50% – NPS 56
- Bottom 10% – NPS 4
How should I use NPS?
Because NPS isn’t generally associated with a specific transaction or experience it can be asked at any time and is often asked as part of an annual or periodic process by an organisation.
The NPS system is simple and intuitive, but it may lack the depth needed for a full understanding of customer satisfaction. Businesses should complement NPS with additional metrics or surveys to gain more detailed insights. Additionally, some customers may be satisfied with their experience but hesitant to recommend a company, making NPS less reflective of their true sentiment. To address these limitations, it’s essential to use NPS alongside other feedback measures to adopt a holistic approach to measuring customer satisfaction. Other feedback measures includes Customer satisfaction score (CSAT) and Customer Effort Score (CES) which are more focused on a single interaction.
When does NPS make sense? NPS makes sense when you have a close relationship with a customer, and you are often interacting with them. In that case it doesn’t make sense to ask them about their satisfaction after every interaction like CSAT does. Think professional service firms interacting with their customers.
How HappyOrNot can help with NPS
HappyOrNot provides official NPS® surveys both on premises with its Smiley Touch kiosks, as well as online with the Smiley Digital surveys. This enables companies to use real-time customer feedback data to measure their NPS scores and track them over time.
In addition to connecting the “when” and “where”, HappyOrNot can also via demographics capture the “who” of the experience with the feedback.
What makes HappyOrNot unique is that we can ask the people who transact and the people who don’t, we don’t discriminate your customers from your potential customers.
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Frequently Asked Questions
Customer feedback is invaluable for enhancing customer satisfaction and loyalty. It provides insights into areas of improvement, helping you make data-driven decisions that can positively impact revenue and overall customer experience.
No, our user-friendly Smiley system makes collecting feedback seamless. Whether it’s at physical locations, on mobile devices, websites, apps, or through email, the process is quick and efficient, ensuring minimal disruption to your staff’s daily operations.
Choose your question based on what aspect of your service you want to measure. If you have a very specific question such as “How did you find our coffee?” you will only get feedback concerning coffee – nothing about tea or other beverages, not to mention about something completely different, such as the waiting time or attitude of the staff.
Don’t worry, we have listed survey question best practices and commonly used questions in our handbook.
HappyOrNot feedback terminals are designed with ease of use in mind. It is very quick, easy, and engaging to give feedback. Feedback is given in the moment of the experience which increases the potential for getting feedback. We believe in simplicity of design that maximizes feedback volumes and our customers’ results prove this. Our customers keep on reaching unbeatable response rates.
We also provide support and learning opportunities for our customers to help them succeed. See this short video where we talk about how to successfully measure customer experiences.
Push My Button provides a straightforward data dashboard displaying key metrics and performance indicators. Additionally, our Reporting Analytics Portal and Customer Experience Consulting allow you to dive deeper into customer insights and spot trends to make informed decisions.
Find out more here on the page HappyOrNot Reporting Portal
Absolutely! Our platform is designed to be flexible and customizable. Whether you operate a single store or a chain, our solutions can be tailored to meet your specific requirements, ensuring a comprehensive understanding of customer sentiments and aligning with your business goals.
Yes, the feedback data in Analytics updates as the feedback flows in, so you can check the performance throughout the day and always be up-do-date. You can also set alerts to be notified automatically of a certain amount of negative feedback, for example.
Net Promoter Score®, or NPS®, is a widely used and recognized customer experience measurement system. It is calculated by using the answer to a key question, using a 0-10 scale. HappyOrNot NPS Index aims to transform HappyOrNot’s 4-smiley-button system into the Net Promoter Score® system. It is not exactly the same, however, it is compatible with the Net Promoter Score® system.
No. There is a protected SIM card inside Smiley Touch, which automatically uses a mobile network to send data to HappyOrNot Analytics
Smiley Touch and Smiley Digital currently support 37 different language options. However, it is possible to set up a survey in other languages with character support.
HappyOrNot Analytics is currently available in 19 different language options.
Yes. HappyOrNot supports Single sign-on using the SAML 2.0 standard, allowing our customers to use two-factor authentication in their own security set up. Our Single sign-on allows your users and administrators to log in to HappyOrNot with the most common identity and access management tools such as Microsoft Azure AD, Okta, AWS SSO, and Google improving your security and password management as well as making it easy for the users.
We have defined security design principles, and network security design principles in place, that define the baseline for the implementation, usage, and storing of data. Additionally, guidelines for workstation, mobile and password security define the security policies and best practice related to security. On top that that, we have instructions in place to avoid and mitigate security incidents.
We have 100% of infrastructure as code, which means that in an event of AWS system failures, we can recreate the needed infrastructure in a reasonable time frame. Snapshots stored on another AWS account would be used to restore every database to avoid compromising the main account.
HappyOrNot is a full solution comprised of the hardware, the software, and the service. With us, you don’t have to solve all your problems alone, we are there to help you along the way.
Every customer gets onboarding to get started. There are also excellent self-learning opportunities, we have an extensive Help Center with trouble shooting and how-to guides, an online Handbook for best practice and tips and tricks, as well as in-app support for immediate help at your fingertips. We also offer global customer and technical support. Depending on your subscription, you might also have your own customer success manager who will make sure you get the best out of HappyOrNot.
HappyOrNot is an established market leader for in-the-moment feedback, with over 1.5 billion feedback data points collected over time. This gives us a lot of accumulated knowledge as well as provides unmatched benchmarking and comparison data insights to our customers.
Our partner network extends our local knowledge to markets where we don’t have own presence. And our solid supply chain allows us to take care of both large international deployments as well as smaller local needs.
The ease of use ensures maximum feedback volumes and usability of the data. The scalability of the product offers you the perfect solution to fit your personalized needs.
Absolutely a key question and we don’t mind telling you either. You can get a HappyOrNot kiosk for less that a coffee a day! Find out all the pricing information you need to know here HappyOrNot Pricing