What is a NPS/SPS?
NPS or NET PROMOTER SCORE is a management tool that is used to predict revenue growth by gauging the loyalty of a customer or client's relationship to a company and their likeliness to refer that company to friends and family. It is measured by: Promoters - Detractors = NPS
Because NPS is a leading indicator for growth, it provides the best anchor for your customer experience management (CEM) program. Complement NPS with other metrics and insights from various points along the customer journey, and you have a comprehensive, actionable view of your customer experience performance.
At SocialSurvey we use a scale range of 0-10 to gauge customer satisfaction (aka NPS).
SPS or Social Promoter Score is a metric used to gauge how likely the customer or client is to promote the company on social media.
At SocialSurvey, SPS is based on the “Gateway” question results (How was your overall experience? - Great, OK, or Unpleasant) and it is calculated by: positive responses- negative responses and then divided by the total responses.
Where can you find your NPS and SPS stats? In your dashboard, you have a tab for both of these statistics. In the graph below, the red detractors are from people giving an Unpleasant rating, thus not sharing via their social outlets. The passives are people giving the Ok response. And the green promoters are who give Great feedback and will share socially.
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.