About Net Promoter Score
Net Promoter Score (NPS) is an attempt to distill into a single value, what users of a company’s products think of it. Users are asked a single question along the lines of “How likely would you be to recommend this product to a friend or coworker?”, which is the question used by the UserStories.com website.
Users are asked to respond with an answer from 0 to 10. Anyone responding with 9 or 10 is considered a Promoter of the product because of their strongly positive view of the product. A score of 0-6 indicates a Detractor, someone with a negative view of the product. Finally, someone answering with a 7-8 is considered a Passive, viewing the product neither favorably nor negatively. A company’s Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. For example, suppose there are 50 responses for a given product. Twenty-two answered 9 or 10 when asked how likely they would be to recommend the product, making them Promoters. There were also 14 Passives and 14 Detractors. To calculate the Net Promoter Score, determine the percentage of Promoters (44%) and subtract the percentage of Detractors (28%), giving an NPS of 16%.
Notable companies with high NPS are:
The average company (not just those on this site) has an NPS of 5-10%. It is very possible to have a negative NPS. A company with 20% respondents as Promoters and 40% as Detractors would have a negative NPS of -20%. NPS ranges from theoretical maximums of -100% to 100%.
Top-Rated Products on this Site
Products with at least five ratings and with NPS values in the top 20% of all products are awarded Top-Rated
status on this site. Such products are indicated with this image on their description pages:
A star is also shown next to Top Rated products in the product listing page
Top-rated products may also display one of these images on their company or official websites:
Ratings on this site are updated in real-time.
References:Reichheld, Fred. The Ultimate Question: Driving Good Proﬁts and True Growth, Harvard Business School Press, 2006.
Reichheld, Fred. The One Number You Need to Grow, Harvard Business Review, December 2003