What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction by asking a single question: "How likely are you to recommend our product/service to a friend or colleague?" Respondents answer on a scale from 0 to 10, with scores categorized into
Promoters (9-10),
Passives (7-8), and
Detractors (0-6). The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.
Why is NPS Important in Email Marketing?
In the context of
Email Marketing, NPS serves as a critical feedback loop to measure the effectiveness of your efforts. A high NPS indicates that your subscribers are happy with your content and are likely to become
brand advocates. Conversely, a low NPS can highlight areas needing improvement.
How to Implement NPS in Email Campaigns?
Incorporating NPS into your email campaigns can be straightforward. You can use a survey tool or a simple email asking the NPS question. Here are some steps: Create a dedicated email for the NPS survey.
Include a clear and concise call-to-action (CTA) to encourage responses.
Use a
scale from 0-10 for answers.
Follow up with respondents to gather additional feedback.
Interpreting NPS Results
Once you have collected the responses, categorize them into promoters, passives, and detractors. Use the following formula to calculate your NPS:NPS = (% of Promoters) - (% of Detractors)
A positive NPS (>0) is generally good, while a negative NPS (