How to interpret NPS scores

NPS (Net Promoter Score) is a tool to gauge customer satisfaction and loyalty. The score is based on a direct question: How likely are you to recommend our winery to a friend? The response is rated on a scale of 0 (not likely) to 10 (very likely), and is followed by asking, What is the primary reason for your score?

Interpreting NPS

Promoters (score 9-10). These customers are strong advocates for your business and are likely to bring you future customers and repeat business.

Passives (score 7-8). These customers have no strong feelings about your business. If it’s convenient for them, and no better options come along, they may continue to do business with you.

Detractors (score 6 or below). These customers are actively dissatisfied, and may spread negative opinions about your business online and to prospective customers.

Your NPS equals the percentage of promoters minus the percentage of detractors.

Enabling NPS emails

To collect NPS data from customers, enable survey emails in your ShipCompliant account. These emails are sent after package delivery.

1. In ShipCompliant, go to Orders, and click Deliv Settings.
   
   
   
   
2. Click Notifications.
   
   
   
   
3. Make sure the checkbox next to NPS is selected.
   
   
   
   

Customizing your NPS email template

1. In ShipCompliant, go to Orders, and click Settings.
   
   
2. 
3. 
   
   
4. Click Email.
   
   
   
   
5. Enter business information in the top section and upload your company logo.
6. Click Save.
   
   
7. Click NPS in the following section on the Settings page.
   
   
   
   
8. Enter the email subject and body text.
9. Click Save below the preview of the email.

Viewing NPS reports

1. In ShipCompliant, go to Analytics and click on Analytic Reports.
   
   
   
   
2. Click on Fulfillment.
   
   
   
   
3. Click on Deliverability Experience NPS Scores.
   
   
   
   
4. Filter the results by date to include NPS for a specific time period. The report includes a list of all NPS email responses.