What Is a Good NPS Score for a Mobile App?
Blog post from Luciq
Calculating an NPS score for a mobile app involves understanding how to categorize respondents into promoters, passives, and detractors based on their responses to a survey question. The traditional NPS question asks users to rate their likelihood of recommending the product to a friend or colleague on a scale of 0-10. A positive score indicates more promoters than detractors, while a negative score suggests the opposite. Industry benchmarks for NPS scores vary widely across different industries and contexts, with some companies scoring above 70 indicating exceptional customer experience. To get a better understanding of one's NPS score, it's essential to consider industry averages, perform a holistic competitive analysis, and use in-app surveys that collect valuable feedback through additional questions. Instabug offers customizable survey options, including the ability to route promoters to leave positive reviews, request additional feedback from passives and detractors, and replay app sessions to understand user experiences.
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