Understanding and Configuring Net Promoter Score (NPS)

What is Net Promoter Score?

Net Promoter Score (NPS) is a widely used metric that measures customer satisfaction and loyalty by asking one simple question:

"On a scale of 0 to 10, how likely are you to recommend our business 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 vulnerable to competitors.

• Detractors (0–6): Unhappy customers who may damage your brand through negative word-of-mouth.

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

NPS = % of Promoters − % of Detractors

For example, if 60% of respondents are Promoters and 20% are Detractors, your NPS is 40.

Why is Net Promoter Score Important?

NPS gives you a clear, easy-to-understand measurement of overall customer sentiment.

Key reasons NPS matters:

• Predict Customer Growth: Higher NPS scores typically correlate with higher growth rates.

• Identify Risks: A low NPS highlights customer dissatisfaction early, giving you a chance to act before it impacts your brand.

• Prioritise Improvements: Feedback from NPS surveys can guide product, service, or support improvements.

• Benchmark Performance: It’s easy to compare your NPS against industry averages or previous months.
  

How NPS Helps Your E-commerce Business

Tracking and improving your NPS allows you to:

• Build stronger customer relationships and loyalty.

• Increase customer lifetime value (CLV) through repeat purchases and referrals.

• Identify your best customers and encourage advocacy (e.g., referrals, reviews).

• Quickly respond to negative feedback and improve retention.
  

How NPS is Set Up in Acanthis

Acanthis has ability to your NPS Surveys in app. Once enabled, Acanthis will send an automated email for all of your fulfilled Shopify Orders. Acanthis then automatically tracks your Net Promoter Score by aggregating survey responses from your customer base.

How to Configure Your NPS Benchmark in Acanthis

Follow these steps to review or adjust your NPS target:

1. Navigate to Your Dashboard:
   Log into Acanthis and open your main dashboard.

2. Go to Settings:
   Click on the Settings menu from the left-hand navigation panel.

3. Select Organisation Configs:
   Under Settings, select Organisation Configs.

4. Configure Monthly Configs:
   Click on Configure Monthly Configs.

5. Adjust Your NPS Benchmark:

   • Locate the field for Net Promoter Score.

   • A default benchmark will be pre-filled (e.g., 30).

   • Update this value if you wish to set a new internal target.

   • Save your changes.

Your dashboard will now monitor your NPS performance against the configured target and surface insights to help you take action.