What is NPS?

Published 28 February 2020 by Team :Different

“On a scale of 0-10 how likely are you to recommend us to your friends or family?” You’ve probably been asked this question plenty of time in the past, not knowing that it has a deeper meaning.

NPS stands for net promoter score and is a metric used in measuring the customer experience and their overall loyalty to a company.

Customers are separated into 3 different types, namely promoter, passive and detractor. Promoter customers are individuals who are the company’s most enthusiastic and loyal fans, they are the most likely to act as brand ambassadors and promote the company to their contacts.

Passives are individuals who are satisfied with the product/service however aren’t actively promoting a brand. Whilst they are unlikely to leave negative reviews, they can be easily tempted if a competitor offers an attractive alternative.

Detractors are customers who are dissatisfied and unhappy with the company. They are unlikely to recommend the brand to others and can spread negative word of mouth reviews to discourage other individuals from using the business’s products and services.


How is the NPS score calculated?

NPS is calculated by subtracting the percentage of detractors from the promoters with the score ranging from -100 to 100 with a higher, positive score being the ideal.

What is a good NPS score?

Any score above ‘0’ is seen as ‘good’ as this means the business has more promoters than detractors. Above 20 is ‘favourable’, above 50 is ‘excellent’ and above 70 is ‘world class’. Generally, a negative NPS score is viewed as unfavourable but these scores shouldn’t be viewed in isolation and should be bench marked with industry averages.

To put into context, the NPS for global companies Amazon, Google and Airbnb are 54, 53 and 44 respectively. Our current NPS stands at 32 with the industry average sitting at a low of -35.

About :Different
:Different specialises in making world-class property management services available and easy with our team of local experts operating throughout Australia. Here at :Different, we combine the convenience of a one-stop online property management solution with the security of real, on-the-ground property maintenance & management teams. With a 24/7 tenant app + owner app, property inspections, free rental appraisal, excellent customer service, and a flat fee of $30/week (plus GST), :Different gives you more control over your rental property, without high fees or hassle.

Full-service property management for $30/week (plus GST)

See what's included in our flat & fair property management fee

What Can I Get For $30 A Week?
Related articles
:Different updatesProduct Update: Leasing Updates In Your Owner App
:Different updatesWhat Our New Service Model Means For Our Partners And Us
:Different updatesIntroducing A :Different Kind Of Property Management With Our New Service Model
Check if we service your address

This is our new change

Check now
Recent Posts
:Different updatesA guide to the tenant app
Property managementDo I Need An Agent to Rent Out My Property?
Property managementIs it time to say goodbye to common fees for property management?