What is Segmented NPS?

Connected devices offer the opportunity to segment NPS results by different parameters such as device type or version, user behavior, feature usage, and more. This enables a priceless opportunity to look into the factors which help your business grow.

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 (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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