What is NPS (Net Promoter Score)?

Net Promoter Score (NPS) is a widely-used customer satisfaction metric that measures how likely customers are to recommend your business to others. It's calculated by asking one simple question: 'How likely are you to recommend us to a friend or colleague?' on a scale of 0-10.

Customers who score 9-10 are promoters (loyal enthusiasts), 7-8 are passives (satisfied but unenthusiastic), and 0-6 are detractors (unhappy customers). Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

For Indian businesses, WhatsApp NPS surveys achieve 3x higher response rates compared to email surveys, making it an essential tool for service-based companies looking to understand customer sentiment and improve retention.

A dental clinic in Mumbai sends WhatsApp NPS surveys after each treatment, discovering that patients scoring 9-10 consistently praise their follow-up care, leading them to emphasize this in marketing. An event management company in Delhi uses NPS surveys post-wedding to identify that venue coordination issues cause low scores, prompting process improvements.

A real estate agency in Bangalore sends NPS surveys three months after property purchases, finding that clients who received regular WhatsApp updates during the buying process are more likely to be promoters, resulting in more referrals and repeat business from the same families.

NPS surveys work through a simple three-step process. First, send the rating question asking customers to score their likelihood to recommend on 0-10. Second, follow up with an open-ended question asking 'What's the primary reason for your score?' to gather qualitative feedback.

Third, calculate your NPS by subtracting detractor percentage from promoter percentage. For example, if 60% are promoters and 15% are detractors, your NPS is +45. Scores above 0 are good, above 50 are excellent, and above 70 are world-class. Track NPS monthly or quarterly to measure improvement trends.