Net Promoter Score

What is the Net Promoter Score?

The Net Promoter Score® (NPS) is a measure of clientele loyalty. NPS is calculated from responses to one simple question, measured on a 0-to-10 rating scale: “Would you recommend us to a friend or colleague?” Based on the NPS, each client is placed into one of three categories: promoters, passives, and detractors. Ultimately, the goal of using the NPS is to increase promoters and decrease detractors.

For additional background information on the NPS and it’s early adoption within our agency, see this document prepared by Dr. Billy Higginbotham, Professor and Extension Wildlife and Fisheries Specialist.

The net promoter score is calculated from the valid percents of frequency distribution table as  follows: NPS = Percent (10, 9) – Pct (6 or less). Percent (8, 7) is not used. In this case, the NPS is (44.2% + 10.3%) – (5.2% + 11.7% + 1.3% + 2.6%) = 33.7%. The actual calculation by the software may be slightly difference (but more accurate) than the hand calculation.

The NPS will be displayed in similar fashion to the output below.” The first table shows the distributio (count and percentage) of clients from your event that fall into each of the three client categories. The second tables shows the actual calculation of NPS for your event. The final table shows the NPS for your event. In this case, the NPS is 33.7. The closer the NPS is to 100, the better. This number can be compared against other programs or aggregated to get a better sense of how clientele value Extension programs.


How Does Your Net Promoter Score Compare?

Use the section below to see how your NPS for your event compares to your program area and all ANR programs as whole.


Net Promoter Score by ANR Program Area

Texas A&M AgriLife Extension Service ANR Program’s adoption of the Net Promoter Score as a measure of customer loyalty and program performance began in 2008 with several wildlife programs. Since then, extension’s adaptation of the Net Promoter Score question has been included in most new ANR evaluation instruments – encompassing a wide variety of different subject matter areas.

The table below presents Net Promoter Scores by ANR Program Area using all available historical data. Updated 11-05-11.

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