Customer Service Glossary

What Are NPS Reports?

The Net Promoter Score®, or NPS, is a metric that businesses use to track the quality of their user experience. Net Promoter Scores indicate how satisfied and loyal customers are based on a scale of zero to ten.

NPS reports are detailed breakdowns of your company’s NPS score. The reports analyze responses from customers and create models based on several NPS measurements, such as:

  • Average NPS score
  • NPS score by product or service
  • NPS score by customer-facing departments
  • NPS score by demographic
  • Promoter-, passive-, and detractor-level scores

Your company can then use the models to measure and improve your customer experience. For example, suppose a large percentage of your target demographic indicates a neutral or negative customer experience.

In that case, your business can look for areas to improve customer support offerings and streamline the user journey.

How to Calculate Net Promoter Score

The NPS scale calculates your Net Promoter Score based on a single-question survey, which asks customers, “How likely are you to recommend [brand/product/service] to a friend or colleague?”

Customers respond to the question with a number between zero and ten, with zero indicating they do not plan to recommend your brand, product, or service, and ten indicating they are highly likely to make a recommendation. 

The survey then groups customers into one of three categories based on their response:

  1. Promoters (9 – 10)
  2. Passives (7 – 8)
  3. Detractors (6 or lower)

Common Questions About NPS Reports 

What does NPS stand for?

NPS standards for Net Promoter Score, a metric that rates customer loyalty and satisfaction on a scale of zero to ten, based on responses to a single-question survey.

How do you create an NPS report?

To create an NPS report, you must first implement an NPS survey into your customer relationship management (CRM) processes. After the survey begins collecting data, you can create and review reports using your survey dashboard. 

Use the drop-down menus to set parameters for the users, dates, and questions you would like to review. Next, generate a graph using daily, weekly, monthly, or yearly frequencies. 

Why are NPS reports important?

Net Promoter Scores are essential for several reasons. First, they enable companies to understand more about their customers: are they satisfied with their products or services? Are they delighted with their experience?

Secondly, NPS measurements help companies pinpoint where they can improve the customer journey, boost customer support offerings, and raise shopper satisfaction ratings.