At Newable, we believe in the power of feedback. One tool that helps us understand our customers’ experiences is the Net Promoter Score (NPS). But what is NPS, and why is it so important to us?


What is Net Promoter Score (NPS)?


The Net Promoter Score is a simple yet powerful tool to measure customer loyalty. It’s based on one straightforward question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?”

Customers are then grouped into three categories:

  • Promoters (9-10): Loyal enthusiasts who will keep buying and refer others.
  • Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth.

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.


Why is NPS Important?


NPS is more than just a number. It’s a reflection of our customers’ experiences, perceptions, and loyalty. A high NPS indicates that we’re doing things right, and our customers appreciate it. Conversely, a low NPS is a wake-up call that we need to investigate and improve.


How Does NPS Help Newable Improve Its Services?


At Newable, we take our NPS seriously. We see it as a valuable source of feedback that helps us understand what we’re doing well and where we can improve. Here’s how we use NPS:

  • Identifying Areas for Improvement: Low scores and negative comments highlight areas where we need to improve. We take this feedback to heart and work hard to address these issues.
  • Recognising What We’re Doing Well: Positive feedback and high scores show us what we’re doing right so we can keep doing it.
  • Building Stronger Relationships: By asking for feedback, we show our customers that we value their opinions. This can help strengthen our relationships with them.


We’d love to hear your thoughts too – how likely are you to recommend Newable to a friend?