NPS is considered the only customer loyalty metric used on a world-wide scale. It measures customer experience and predicts business growth. A strong NPS score is important to a company because word of mouth is the most effective form of marketing. It’s simple, more promoters, more word of mouth, more growth. And further, more promoters, less churn, more growth. 

NPS is measured by answering one question: How likely is it that you would recommend [brand] to a friend or colleague?

Answers are grouped using the following scale.

Promoters (9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. 

Passives (7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. 

Detractors (0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. For example, if 50 responses were received, 75% of those responses were Promoters and 25% were detractors then the NPS score would be 50.

According to global NPS standards, a score of 50 is “good”, and above 70 is “outstanding”.

Using RPM To Gather NPS Scores

RPM can be used to gather NPS Scores by making use of RPM's guest user feature. The guest user feature will allow anyone with the RPM generated URL to be able to start a single form under the NPS process. This will allow the gathering of NPS scores via a marketing email blast through your preferred email system or just a personalized email sent to the customer.

Attached in this article are the NPS processes. Download the ZIP file and import them into your setup section of RPM to quickly have a NPS tracker tool.