Improve Net Promoter Score
                     NET PROMOTER SCORE
M A K E  Y O U R  T E A M  W O R K  S M A R T E R ,  N O T  H A R D E R
NPS stands for 
Net Promoter 
Score which is 
a metric used 
in customer 
experience 
programs.
Calculating Your Net Promoter Score
It’s simple to calculate your final NPS score – just subtract the percentage of 
Detractors from the percentage of Promoters.
Final NPS Score  =   % of Promoters - % of Detractors
Promoters Passives Detractors
respond with a score respond with a score of respond with a score of 
of 9 or 10 and are 7 or 8. They are 0 to 6. These are 
typically loyal and satisfied with your unhappy customers 
enthusiastic service but not happy who are unlikely to buy 
customers. enough to be from you again, and 
considered promoters. may even discourage 
Customers who others from buying 
answer the question Customers who answer from you.
with 9-10 the question with 7-8
Customers who answer 
the question with 0-6
Transactional NPS Programs Relational NPS Programs
Transactional NPS surveys are sent Relational NPS surveys are 
out after the customer interacts deployed on a regular basis (i.e.- 
with your company (i.e.- a purchase quarterly or annually). The goal is 
or support call). It’s used to to get a periodic pulse on your 
understand customer satisfaction on customers and understand how 
a granular level and provide they feel about your company 
feedback about a very specific topic. overall.
Why Is NPS Important?
Measures 
Customer Loyalty
Customer NPS helps brands 
evaluate customer loyalty — and the 
likelihood of them recommending you to a 
friend. Improved net promoter score also 
helps evaluate the likelihood of customers 
churning — canceling their subscription or 
not repurchasing and seeking out a 
product or service from a different 
company.
It identifies ways 
to improve.
Customers might answer the NPS question 
with a low score, or even a 0. It's tough 
when that happens — especially if it 
happens more than once — but it also 
presents an opportunity to zero in on 
customer feedback and make product or 
service improvements accordingly.
Boosts Referral 
Marketing
Customer NPS gives companies an idea of how 
likely they are to earn recommendations from 
happy customers — which, as it turns out, 
carry a lot of weight. More than 80% of happy 
customers are willing to provide 
recommendations. Nearly 70% of respondents 
were more likely to purchase a product if a 
friend talked about it on social media or email. 
Referred customers have a 16% higher lifetime 
value — and greater ROI — than others.
Helps you prioritize 
reaching out to detractors.
Detractors are those NPS survey respondents between a score 
of 0-6, indicating that they would likely not be willing to 
recommend your product or service to others. And just as 
investing in your promoters can offer dividends for your 
company's growth, focusing on detractors is important, too.
When you receive NPS results, divide the responses into the 
three categories, and analyze the reasons why respondents 
chose their answers. It's important to follow up with your 
valued customers, but particularly if they flag a problem or 
issue they're having using your product or service.
It could be a matter of misunderstanding or user error, or it 
could be a bigger-scale complaint that you alone can't solve, 
but by following up with detractors, you can make them feel 
heard and valued, and might make them less likely to churn — 
or worse, tell others that they shouldn't purchase from you.
Use NPS to 
Grow Better
Once you analyze NPS data and 
(hopefully) find many happy 
promoters, don't stop there. 
Open up a dialogue with happy 
customers and see if you can 
engage them in a referral program 
to keep them satisfied — and 
acquire more customers in the 
process.
Improve NPS By 
Customer Engagement
Picnic supports improving NPS by engaging 
customers using a range of design options from basic 
“air miles” style loyalty points programs, to complex 
tiered VIP rewards and status programs, to dynamic 
and colourful interactive loyalty activities, quests, 
mini-games, challenges and contests spanning both 
digital and real-world. 
Supporting a broad range of features such as points, 
levels, groups, leader boards, digital goods, instant 
win prizing, collection challenges, quests, and more, 
Picnic™ is a comprehensive solution with enough 
flexibility to offer brands long-term future-proofing 
and campaign iterations.
You need to 
think about net 
promoter score 
NPS if you 
haven’t done it 
so far.