{"id":1376,"date":"2020-02-26T14:24:35","date_gmt":"2020-02-26T12:24:35","guid":{"rendered":"https:\/\/lekane.fi\/?p=1376"},"modified":"2020-05-27T12:25:37","modified_gmt":"2020-05-27T09:25:37","slug":"mika-on-nps-eli-net-promoter-score","status":"publish","type":"post","link":"https:\/\/lekane.fi\/en\/mika-on-nps-eli-net-promoter-score\/","title":{"rendered":"What is a NPS or Net Promoter Score?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"1376\" class=\"elementor elementor-1376\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a726fd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a726fd\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d11b9c6\" data-id=\"d11b9c6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8343bed elementor-widget elementor-widget-text-editor\" data-id=\"8343bed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p class=\"translation-block\"><span style=\"color: #004165;font-family: Montserrat, Arial, sans-serif;font-size: 16px;font-style: normal;font-weight: 400\"> Net Promoter Score, or NPS, is a way to measure a company\u2019s customer experience, and it\u2019s a part of many companies\u2019 <\/span><span style=\"color: #004165;font-family: Montserrat, Arial, sans-serif;font-size: 16px;font-style: normal;font-weight: 400\">\u00a0<\/span><a style=\"font-family: Montserrat, Arial, sans-serif;font-size: 16px;font-style: normal;font-weight: 400;background: #ffffff;color: #0088ce\" href=\"https:\/\/lekane.fi\/en\/blogi\/live-chat\/kpi-eli-key-performance-indicator.html\/\" target=\"_self\"> KPI metrics<\/a><span style=\"color: #004165;font-family: Montserrat, Arial, sans-serif;font-size: 16px;font-style: normal;font-weight: 400\">. To measure the Net Promoter Score, the company\u2019s customer is asked how likely they are to recommend the company, product or service on a scale from 1 to 10. Based on the answer, customers are divided into three different categories. \u00a0<\/span><\/p><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">Those who gave a rating of 9 or 10 are called recommenders, as they are most likely satisfied, buying customers. They also remain customers longer and actually recommend the company, product or service more often to their social circle.<\/p><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">If the customer gave rating of 7 or 8, they are considered neutral.\u00a0\u00a0<\/p><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">Those who give a rating between 0 and 6 are called reviewers.\u00a0<\/p><h2 style=\"font-family: Montserrat, Arial, sans-serif; font-weight: 500; line-height: 24px; margin-top: 50px; margin-bottom: 50px; font-size: 18px; text-transform: uppercase; letter-spacing: 3px; font-style: normal;\">How is NPS calculated?<\/h2><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">The data needed for the Net Promoter Score can be collected, for example, through a customer satisfaction survey. The NPS number is formed by subtracting the percentage of reviewers from the percentage of recommenders. \n\nLet\u2019s say there are 100 respondents to a customer satisfaction survey.<\/p><ul style=\"color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\"><li>20 give a rating between 0 and 6<\/li><li>20 give a rating of 7 or 8<\/li><li>60 give a rating of 9 or 10\u00a0<\/li><\/ul><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">The percentage of reviewers is 20% and for recommenders 60%. The neutrals are ignored for the sake of this calculation. In this case, the NPS is calculated as follows: 60-20=40. A positive result is considered good, a figure of 50 is considered excellent. NPS can vary between -1000 and 1000.\u00a0<\/p><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">NPS is also suitable for more than measuring customer satisfaction\u2014it can be used to study NPS or measure employee satisfaction.\u00a0<\/p><h2 style=\"font-family: Montserrat, Arial, sans-serif; font-weight: 500; line-height: 24px; margin-top: 50px; margin-bottom: 50px; font-size: 18px; text-transform: uppercase; letter-spacing: 3px; font-style: normal;\">Criticism of Net Promoter Score<\/h2><p style=\"margin-bottom: 25px; color: #004165; font-family: Montserrat, Arial, sans-serif; font-size: 16px; font-style: normal; font-weight: 400;\">Like with any other single indicator, when working with NPS you need to consider the preconditions. A downside of NPS is that it doesn\u2019t tell you anything about how many neutral customers a company has. The same NPS number can be obtained in several different ways, for example: If the share of reviewers are recommenders are both 10, the NPS score will be 0. This means 80 percent are neutral\u2014a large amount of customers that should be utilised instead of focusing on only the reviewers. The same 0-NPS value can be obtained if there are 40% of reviewers and 40% of recommenders. In such case, it would definitely be worth investigating the reviewer segment in more detail.\u00a0<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Net Promoter Score eli&nbsp;NPS on tapa mitata yrityksen asiakaskokemusta ja luku on osa monen yrityksen&nbsp;KPI-mittaristoa. Net Promoter Scorea mitattaessa yrityksen asiakkaalta kysyt\u00e4\u00e4n, kuinka suurella todenn\u00e4k\u00f6isyydell\u00e4 1 ja 10 v\u00e4lilt\u00e4 h\u00e4n suosittelisi yrityst\u00e4, tuotetta tai palvelua eteenp\u00e4in. Arvosanan perusteella asiakkaat jaetaan kolmeen eri luokkaan.&nbsp; Arvosanan 9 tai 10 antaneita kutsutaan suosittelijoiksi,&nbsp;sill\u00e4 n\u00e4m\u00e4 ovat suurella todenn\u00e4k\u00f6isyydell\u00e4 tyytyv\u00e4isi\u00e4, &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/lekane.fi\/en\/mika-on-nps-eli-net-promoter-score\/\"> <span class=\"screen-reader-text\">What is a NPS or Net Promoter Score?<\/span> Read More &raquo;<\/a><\/p>","protected":false},"author":13,"featured_media":1484,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":""},"categories":[1],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Mik\u00e4 on NPS eli Net Promoter Score? - Lekane<\/title>\n<meta name=\"description\" content=\"Mik\u00e4 on NPS eli Net Promoter Score ja miss\u00e4 sit\u00e4 k\u00e4ytet\u00e4\u00e4n? 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