Understanding the Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a key metric that measures customer loyalty and satisfaction.
Updated in the last 15 minutesMohammad Shebli Table of contents
How It Works
Localyser’s NPS is calculated based on customer star ratings across all review platforms. Customers are categorized into three groups:
How NPS is Calculated
Your NPS is determined using this formula:
NPS=%Promoters−%Detractors
Example Calculation:
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40% of customers are Promoters
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20% of customers are Passives
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40% of customers are Detractors
NPS=40%−40%=0
(ℹ️ Click the tooltip icon next to the title to see the formula in Localyser)
Interpreting Your Score
Viewing Your NPS in Localyser
Localyser automatically collects customer reviews from various platforms and calculates your NPS. This is displayed in your dashboard along with key insights:
1. Current NPS Score
Your overall customer satisfaction rating based on recent reviews.
2. Performance Alerts
Localized messages are displayed below your NPS score:
Additional Insights in Your Dashboard
🔵 Industry Average NPS – Compare your performance with competitors in your sector.
🔵 Promoter, Passive, Detractor Breakdown – Understand your customer segments.
🔵 Trend Chart – Track NPS changes over time for deeper analysis.