NPS is a simple and effective way to measure the quality of experience people have in their interactions with your organisation.
At MoveData we measure NPS to determine the perceived utility of our overall product offering, and by extension the likelihood of customers to continue their subscription and to recommend MoveData positively to their peers.
These principles can also be applied in a Nonprofit context, where NPS could be used, for example, to measure sentiment of regular givers (and their likelihood to continue, upgrade, pause, cancel their gift), or perhaps the overall experience had by fundraisers when taking part in fundraising initiatives for your organisation.
NPS quickly “scores” this qualitative criteria to determine your current benchmark, and when measured over time can identify trends in direction and uncover reasons as to why.
How to measure NPS
Measuring NPS is simple. Create a segment of those you wish to survey and ask:
“On a scale of 0-10, how likely is it that you would recommend {insert-here} to a {friend / family / colleague}”.
Responses can be categorised into three groups:
- Promoters (score of 9-10)
- Passives (score of 7-8)
- Detractors (score of 0-6)
To measure your NPS, subtract the percentage of detractors from the percentage of promoters. For instance, if you received 10 responses, with 6 promoters, 2 passives and 2 detractors, your NPS would be 40%.
NPS differs by industry and use case, but as a rule of thumb any score above 50% is typically considered to be very good.
NPS at MoveData
Given MoveData operates in the category of Nonprofits who use Salesforce, for our NPS we surveyed all customers and asked: “On a scale of 0-10, how likely is it that you would recommend MoveData to other Not for Profit Organisations who use Salesforce?”
Our results were as follows (scores on x axis; count of each score omitted for confidentiality purposes):
This produced a score of 96% 🥳 and we followed up with additional questions to solicit additional insights:
These additional questions exposed a range of in-demand suggestions which we could incorporate into our product roadmap, and also allowed us to identify outlier scores to understand and rectify any issues.
We also used this as an opportunity to turn positive feedback into AppExchange reviews:
Wrapping Up
NPS produces some wonderful insights and at the same time takes very little effort to administer. When tracked over time, this can provide a genuine pulse to correlate day-to-day activities and how this translates into customer experience with your brand. With most of our readers being Nonprofits, we hope you might find these principles and methodologies useful, and where practical embed into your organisation so you can monitor and improve the supporter experience over time.
