Question 1

What is NPS?

Accepted Answer

Net Promoter Score is a recommendation measure. A person answers, from 0 to 10, how likely they are to recommend the business. Scores of 9 and 10 are promoters. Scores of 7 and 8 are passives. Scores of 0 to 6 are detractors. NPS is the promoter share minus the detractor share, on a scale from -100 to 100. Frederick Reichheld described this question in Harvard Business Review in December 2003, in the article The One Number You Need to Grow.

Question 2

How do you calculate NPS?

Accepted Answer

NPS = ((promoters - detractors) / answers) x 100, rounded to the nearest integer. Passives count in the denominator and not in the numerator. Arithmetic example, not a market result: 50 promoters, 30 passives, and 20 detractors give (50 - 20) / 100 x 100 = 30. TrustNPS uses the same formula on surveys sent in the last 90 days and hides the score below 30 answers.

Question 3

What is a good NPS for e-commerce?

Accepted Answer

TrustNPS does not publish one threshold for a good e-commerce NPS. Public industry tables do not use the same sample, and many are not a primary source you can check. Here, a score stays hidden until there are 30 verified answers in 90 days. Compare stores in the same category on the leaderboard, and read the sample size and the response rate next to the number.

Question 4

How do you show NPS on a Shopify store?

Accepted Answer

Connect the Shopify shop with read-only access to orders. After delivery, and after the delay (10 days after the order by default), TrustNPS can ask buyers. When 30 answers are in, the public page and the badge show the same number. Paste the badge iframe from that page into the Shopify theme. The badge does not let anyone type a score.

Question 5

How is verified NPS different from Trustpilot and Google reviews?

Accepted Answer

Google reviews are star ratings people post on a Google listing. Trustpilot publishes star reviews on its own site, and some of those reviews are marked as verified by Trustpilot. TrustNPS does not collect stars. It computes an NPS from a 0 to 10 question sent only to people Shopify or Stripe shows as having paid. The merchant cannot edit that score. These are different measures. A high star rating does not imply a high NPS, and the reverse is also true.

Question 6

Is NPS GDPR compliant?

Accepted Answer

The NPS question is a method, not a legal status. A survey is lawful only when there is a legal basis. On TrustNPS the merchant is the controller of its customers' contact details and must attest to a lawful basis before any send. Product VISTA is the processor for sending surveys and computing the score. The agreement is published on the site. A recipient can unsubscribe in one click, and that opt-out applies to every merchant. Erasure deletes the email and the comment. The numeric score can remain, with no email attached, as an anonymous part of the aggregate. Paid plans are sold only to businesses. The privacy policy has the detail.

The NPS you can't fake.

A star review is not a verified NPS

Stars from whoever posts

A score from people who paid

How it works

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We survey only real buyers

A public score and a badge

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