What to do next
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Where I used this
Digitizing a multi-entity clinical group at Laser Treat lifted patient retention by 13% and cut operating costs by about $0.5M.
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Reading NPS honestly
NPS ranges from −100 to +100. Benchmarks vary widely by industry and country, so the most useful comparison is your own score over time, with its margin of error in view. A move of 5 points means little on a few hundred responses.
- The number is a prompt, not the answer. The follow-up question, "what is the main reason for your score?", is where the insight lives.
- Close the loop. Contacting detractors quickly often recovers the relationship, and tells you what to fix.
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Questions
What is a good NPS?
Anything above 0 means more promoters than detractors. Above 30 is generally strong and above 50 excellent, but benchmarks differ a lot by industry, so compare against your own trend.
Why does NPS need a margin of error?
Because it is estimated from a sample. With 200 responses a score of +30 might really be anywhere from about +20 to +40.
Do passives count?
They are not in the formula directly, but they count towards the total, so more passives pull both percentages down.