What is Segmented NPS?

NPS on its own is a great tool that enables predicting the success of a consumer electronics product. Segmented NPS is a powerful way to detect which characteristics impact the Net Promoter Score positively and which impact it negatively. Using a Segmented NPS mechanism, leading consumer electronics companies identify the type of users which are more likely to adopt future versions of their products, as well as the types of features which are more likely to improve the overall customer experience for their customers.

The NPS Calculation

Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend [Product Name] to a friend or colleague? Respondents are grouped as follows:

% Promoters — % Detractors = NPS (Net Promoters Score)

  • Promoters (score 9-10) are loyal enthusiasts who continue buying and refer others, fueling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter). Any NPS score higher than 0 is considered “Good”, higher than 50 is “Excellent” and higher than 70 is “World Class”

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