title: “了解NPS” tags: [] slug: 783040bc date: 2023-09-04 22:55:58 summary: “本文介绍了解NPS，包括NPS定义、计算公式、举例子等，以提高了解NPS的效率。”

We integrated NPS into our web product a while back, but I hadn’t studied it systematically. I read up on it and summarized here.

同时也借助NPS来分析当前的产品，明确一些用户声音所反映的不足，勉之。

NPS

NPS stands for Net Promoter Score — a metric of how likely users are to recommend a brand/product/service.

Formula

NPS = (Promoters / Total) × 100% − (Detractors / Total) × 100%

Examples

假如100个用户参与问卷，80个推荐，20个贬损，那NPS值是

80%-20%=60%

假如100个用户参与问卷，20个推荐，80个贬损，那NPS值是

20%-80%=-60%

假如100个用户参与问卷，20个推荐，40个贬损，40个中立，那NPS值是

20%-40%=-20%

Notes

1. Users give 0–10 ratings, but NPS ranges from −100% to +100%. Seeing 80 or 100 in charts is normal because it’s a percentage.
2. The 9 vs. 10 distinction doesn’t matter to NPS — both are Promoters.

Our product right now

Our NPS hovers around 10 — positive, but with lots of room to improve. Only about 10% likelihood of recommendation.

Final Thoughts

NPS is useful to surface user feedback via surveys. Listen and fix issues; next goal: reach 40%.

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