What is NPS, and what does a good score look like

In this episode of Datadrivet, Joni Lindgren and Jasmin Yaya break down Net Promoter Score. NPS asks whether your customers would recommend you. Jasmin brings a real example from an electricity company she worked with.

The core of NPS is one question: “How likely are you to recommend us to friends on a scale of 0 to 10?”

• Detractors (0 to 6): dissatisfied customers.
• Neutrals (7 to 8): content, but unlikely to recommend you on their own.
• Promoters (9 to 10): enthusiastic customers who share the experience without being asked.

The score is the share of promoters minus the share of detractors. It lands between minus 100 and 100. The hosts give a rough read: below 0 is poor, 0 to 50 is acceptable, above 50 is excellent. They name Hedvig as an insurer with an unusually strong score for its industry.

Greenly started by visualising electricity consumption and giving recommendations, then became a supplier itself. GodEl runs on fully renewable energy and has marketed itself as the most recommended electricity company in Sweden, citing Sifo. For collecting responses, the hosts point to Hotjar for website popups and the Delighted NPS calculator for the result.

The standard question measures intent rather than action. So the hosts suggest asking whether the customer has recommended you in the last six months.

Listen to the full episode of Datadrivet for the electricity-company story and the scoring details. To check whether your own retention and loyalty numbers are normal for your model, use the benchmark tool: https://benchmark.scilla.studio