How often should I send the Net Promoter Survey (NPS)?

There is no “one size fits all” in terms of when and how often you should be surveying your customers. It depends on your business model, your relationship with your customers and their level of interaction with your product or service.

What Net Promoter Scores tell us about Twitter and Facebook

What is the average NPS response rate these days?

As already mentioned here by a few people, response rates are going to fluctuate from company to company due primarily to both the timing of the survey and the relationship the company has with the customer.

How many respondents do I need for my NPS to be relevant?

The Net Promoter Survey is unlike a traditional survey or traditional research in that it’s NOT an exercise in statistical analysis.

How can I increase the response rate of Net Promoter Score?

Knowing your customers true sentiment and where they call within the scope of Promoters/Passives/Detractors is very important, and the WHY is even more so.

What factors affect your Net Promoter Score?

The simple answer is that anything and everything that your customer experiences while using your product/service can affect your Net Promoter Score.

How do you aggregate a Net Promoter Score across multiple businesses?

Generally speaking you would not aggregate NPS data or scores across different businesses that are unrelated. Now if you had the same type of business (restaurants for example) and are measuring by location, an…

Does improving your Net Promoter Score (NPS) correlate to improved business outcomes?

As long as you’re measuring NPS the correct way, an improving Net Promoter® Score WILL absolutely align with increased revenue growth as well as become your greatest indicator of…

What is the best way to measure and track NPS in a SaaS app? Are there any tools available?

TL;DR: Track like most other businesses would. Touch each customer quarterly, ensure you’re asking just the “likelihood to recommend question” along with an open-ended…

Is it “cheating” to label each number on the NPS scale?

Yes, it would be cheating yourself out of accurate and unbiased data. The outside world is unlikely to care, unless you’re attempting to use inflated NPS data to convince stakeholders that customer sentiment is higher than it actually…