• Averages
• Average by Category
• Average Trend
• Chi Square Test
• Comments Viewer
• Cross-Tab Analysis
• Cross-Tab Means
• Customer Satisfaction Index
• Driver Analysis
• Frequency Distribution
• Frequency Trend
• Histograms
• Net Promoter Score
• Question Score
• Summary Statistics
• t-Test
• TURF Analysis
• Weighted Average Index
• Weighted Frequencies

With a couple of clicks, Mineful lets you compute Net Promoter Score ® and trend it over time.

In 2003, Reicheld argued that this simple measurement is the best measure of satisfaction and retention. He argues that every organisation's customers can be grouped as promoters, detractors or passives. That what you need to know is what your customers tell their friends about you.

The idea behind Net Promoter Score ® is very simple. Using an 11-point scale, it computes the percentage of promoters minus the percentage of detractors. For an 11-point scale the figure below shows that promoters rate the question a 9 or 10 while detractors rate it 6 or less.

There are many criticisms for the Net Promoter Score that we will not get into here. We just want to provide you with an easy way to compute at your Net Promoter Score and how it changes with time. For example, some suggest using a 7-point scale. For a 7-point scale, promoters rate it a 6 or 7 and detractors 1 through 4.

Net Promoter Score Inside Mineful

To compute the Net Promoter Score for your Rating or Multiple Choice Single Answer question, simply click on Add an Analysis. From the list choose Net Promoter Score (to compute the net promoter score for all the data) or Net Promoter Score Trend if you want to trend it by week, month, quarter, or year. Execute and you are done.