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Net Promoter Score Interpretation |
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Following research on Net Promoter Score (NPS) that was first reported in the December 2004
issue of Harvard Business Review, SPG has introduced the concept to many of our clients. The
NPS is based on adding the percentage of customers that would highly recommend your company to
others (promoters) and subtracting the percentage of customers that are not likely to recommend
your company (detractors). The resultant score is the NPS which has been demonstrated to
correlate to the growth prospects for a company. In addition, knowing the difference between your
company’s NPS and that of competitors, i.e. Net Promoter Delta, can help you determine the speed
of your market penetration relative to the competition.
The maximum attainable NPS is 100 and the lowest NPS is -100. Within SPG’s database the average
NPS is currently at 31.4. To help our clients’ interpret their scores, SPG has created
the accompanying rating scale.
| NPS Rating |
SPG’s Interpretation |
| 100 |
Perfect |
| 85 to 99 |
Spectacular |
| 70 to 84 |
Excellent |
| 55 to 69 |
Very Good |
| 40 to 54 |
Good |
| 25 to 39 |
Average |
| 0 to 24 |
Mediocre |
| -25 to -1 |
Poor |
| -50 to -26 |
Terrible |
| -100 to -51 |
Abysmal |
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Message from the President |
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Thank you for visiting our web site. Please contact us with your inquiries and we will respond in a timely manner.
Best regards,
Jim Sauer, President, SPG.
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