The people who answer 9-10 are your Promoters
They love your products!
They are still getting to know your product.
The people who answer 0-6 are your Detractors
They might be having some issues.
Take the total number of people who answered and convert each group into percentages. Subtract the percentage of detractors from the percentage of promoters. Exclude the passives.
You will also want interactive insights and segmentation so that you can take action based on the results-rather than leaving it as many SaaS companies do-a vanity metric.
With a tool like Userpilot you can easily launch an in-app NPS survey and see the breakdown of different responses by score.
Understand *why* most of your users feel in a particular way – good or bad based on their common user behavior patterns and responses. You can then create in-app experiences that immediately address the scores and responses of each segment you have created.
Is your score going up or down? Understanding its trajectory and what influences it can help your organization focus on the areas that matter most to your customers.
When customers are successful, so are you. For example, Gartner discovered that 80% of an organization’s future revenue growth comes from only 20% of current customers.