{"id":3516,"date":"2022-08-18T16:37:27","date_gmt":"2022-08-18T23:37:27","guid":{"rendered":"https:\/\/clarity.microsoft.com\/blog\/?p=3516"},"modified":"2025-07-30T09:35:25","modified_gmt":"2025-07-30T16:35:25","slug":"what-is-nps-and-how-can-clarity-make-it-better","status":"publish","type":"post","link":"https:\/\/clarity.microsoft.com\/blog\/what-is-nps-and-how-can-clarity-make-it-better\/","title":{"rendered":"What is NPS and how can Clarity make it better?\u00a0"},"content":{"rendered":"\n

Curious about how your brand is perceived online? Trying to understand opportunities to improve? Let us share with you about NPS and how Clarity can help you optimize it.<\/p>\n\n\n\n

Net Promoter Score (NPS) is a metric that tells how likely your customers are to recommend your product or service. It is based on their score and placed into three categories — promoters (9-10), passives (7-8), and detractors (6 or less). With NPS, you can see who is talking about your brand online and learn which areas need improvement. By using Clarity<\/a>, you can identify high-priority on-page issues that can improve the NPS score for your company. <\/p>\n\n\n\n

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Net Promoter Score Scale<\/strong><\/h3>\n\n\n\n

Before calculating your NPS score, you must collect customer feedback using a 0-10 scale. As shown above, anything below 6 is a detractor, 7-8 a passive, and a 9 or 10 is a promoter. These will be the three variables that you will use to measure customers when calculating the NPS score.  <\/p>\n\n\n\n

Promoters (9-10) are your cream of the crop users. They are most likely to leave positive reviews, refer to their friend or colleague, and be loyal customers that help you surpass competitors in your industry. <\/p>\n\n\n\n

Passives (7-8) are not included in the NPS calculation but are still crucial to the company. These people can very easily be tilted in either direction and with a little nurturing, these customers can become promoters. <\/p>\n\n\n\n

Detractors (0-6) will likely be the individuals leaving negative reviews after their unsatisfied one-time purchase. Detractors shouldn\u2019t be dreaded but embraced because they offer valuable feedback on where you need to improve your company or product. Take their words seriously, and you\u2019ll improve customer satisfaction. <\/p>\n\n\n\n

How to Calculate NPS<\/strong>  <\/strong><\/h3>\n\n\n\n

NPS is a simple formula calculated by subtracting the percentage of promoters by the percentage of detractors. You will ignore the passives (7-8) group since they will likely shift in either direction.<\/p>\n\n\n\n

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Net Promoter Score Calculation<\/p>\n\n\n\n

What is a good or bad NPS score?<\/strong><\/h3>\n\n\n\n

You\u2019ve calculated your NPS score and now you want to know if your NPS score is good or bad.  <\/p>\n\n\n\n

A \u201cgood score” is technically anything above 0 as there would be more promoters than detractors. On the other hand, anything less than 0 would be considered a \u201cbad\u201d score, but we have to be mindful of NPS industry averages. An NPS score varies by industry, so you’ll need to search specifically in your industry to get an accurate score.<\/p>\n\n\n\n

For example, Airline A has an NPS score of 3, which is technically good but compared to their competitors such as Airline B (NPS score of 41), Airline C (NPS score of 50), and Airline D (NPS score of 77), it needs improvement for that industry. <\/p>\n\n\n\n

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NPS INDUSTRY AVERAGES<\/figcaption><\/figure>\n<\/figure>\n\n\n\n

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How can Clarity Improve NPS <\/strong><\/h3>\n\n\n\n

Clarity is used to identify critical issues with your website and help you prioritize which issues or pain points you should address first to improve your NPS score. Clarity makes it simple to understand user behavior and visualize data with our heatmaps, insights, session recordings, and seamless integration with Google Analytics.  <\/p>\n\n\n\n