Yes. If more customers are detractors, scoring 0 to 6, than promoters, scoring 9 or 10, the NPS is below zero. The lowest possible score is −100, when every respondent is a detractor.

When should a store send an NPS survey?

Usually after the customer has received and used the product, often around a week after delivery. Asking too early measures shipping speed rather than how people feel about the product and brand.

NPS (Net Promoter Score)

NPS, or Net Promoter Score, measures customer loyalty by asking how likely people are to recommend you, scored from −100 to 100.

What is NPS?

NPS stands for Net Promoter Score. It comes from one simple survey question: “On a scale from 0 to 10, how likely are you to recommend us to a friend?” Customers who answer 9 or 10 are promoters, those who answer 7 or 8 are passives, and those who answer 0 to 6 are detractors. The score shows the balance between customers who would talk you up and those who might warn others away. For an online store, NPS is a quick read on satisfaction and word of mouth. A rising NPS often goes with more repeat purchases and referrals, while a falling score can flag problems with product quality, shipping or support before they show up in revenue.

How to calculate NPS

NPS equals the percentage of promoters minus the percentage of detractors. Passives count toward the total number of responses but are not added or subtracted. For example, say 200 customers answer your survey. 100 give a 9 or 10, so promoters are 50%. 60 give a 7 or 8, so they are passives. 40 give a 0 to 6, so detractors are 20%. NPS is 50 minus 20, which equals 30. The score is written as a plain number, not a percentage, and it can range from −100, when every respondent is a detractor, to 100, when every respondent is a promoter. Make sure the three groups add up to your total.

What is a good NPS?

Any score above zero means you have more promoters than detractors, which is a reasonable starting point. Scores above 30 are typically seen as good, and scores above 50 are often considered excellent, but what counts as strong varies by niche, price point and region. Some industries tend to score lower because of things like long delivery times. The most useful comparison is with your own past results. Track NPS over time, after changes to products, shipping or support, and look at the written comments that come with low and high scores. A small sample can swing wildly, so wait for enough responses before reading too much into one number.

How to improve NPS

Read every detractor comment and fix the most common complaint first, whether it is slow shipping, sizing confusion or product quality. Follow up with unhappy customers quickly and offer a fair solution, since a well-handled problem can turn a detractor into a fan. Set clear delivery expectations at checkout so customers are not surprised. Improve packaging and unboxing, which shapes first impressions. Make returns and support easy to reach. Ask promoters for reviews or referrals while they are happy. Send the survey at a sensible time, such as a week after delivery, so customers have actually used the product before they answer.

NPS vs CSAT

NPS and CSAT both measure how customers feel, but they ask different questions. NPS asks how likely someone is to recommend you, which reflects overall loyalty to the brand. CSAT, or customer satisfaction score, asks how satisfied someone was with a specific interaction, such as a delivery or a support chat, usually on a short scale. CSAT is great for pinpointing problems in one step of the journey. NPS is better for tracking the big picture over time. Many stores use both: CSAT after support tickets and NPS after delivery.

Questions

Can NPS be negative?: Yes. If more customers are detractors, scoring 0 to 6, than promoters, scoring 9 or 10, the NPS is below zero. The lowest possible score is −100, when every respondent is a detractor.
When should a store send an NPS survey?: Usually after the customer has received and used the product, often around a week after delivery. Asking too early measures shipping speed rather than how people feel about the product and brand.