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NPS Explained

NPS Explained

Net Promoter Score

Net Promoter Score

Originally developed by Bain and Satmetrix, now widely used as a measure of advocacy across many industries.

Why should organisers care about Net Promoter Score?

Net Promoter Score (NPS) is a simple yet powerful metric, used to gauge the advocacy of an organisation’s customers, whether these are buyers, service users or delegates and exhibitors at your event. It’s asked as simple question on an 11 point scale like this:

 

How likely are you to recommend (your event) to a friend or colleague? Please rate on a scale from 0 - 10, where 0 = not at all likely and 10 = extremely likely

 

Survey responses are then broken into 3 categories, depending on the score they give:

 

The promoters, those who answer 9 or 10. These visitors are highly likely to recommend your show to others and actively promote your show

The passives, those who answer a 7 or 8. These visitors are indifferent to your show, they aren’t likely to actively promote your show, but also aren’t likely to say anything negative about it either

The detractors, those who answer 0 – to 6. These visitors are actively likely to talk down your show

 

The NPS is calculated by taking the % of promoters minus the % of detractors. So a net promoter score can range for +100 (where excluding your passives, all your respondents are promoters) to -100 (where excluding your passives, all your respondents are detractors).

The key benefits of NPS are:

  • It is a single number – simple to track and understand, yet powerful enough to drive change.
  • It is sensitive to change – even quite subtle changes in your delegate’s satisfaction will impact it.
  • Explori clients can access global NPS benchmarks for the event and exhibition industry, so they can compare their performance to over 1000 other events worldwide.
  • It’s used across virtually every industry, so is a meaningful statistic to include in your sales and marketing material too.

Find out more about Explori and how we can help you now

Our Stats

2,000,978

Event survey responses

1,627

Events globally already 
benchmarking with Explori

17

Average completion rate 
to clients' post-show surveys 

What they say

  • With Explori’s reports and analytics, we’re much better equipped to evaluate the customers' satisfaction and needs from our events
    Paul Byrom
    MD, Upper Street Events
  • The level of performance data and customer insight that Explori gives us is invaluable to our business and makes my life easier.
    Matthew Benyon
    MD, easyFairs UK
  • We wanted deeper insight into how our strategies impacted the delegate experience, but found conventional survey tools just couldn't deliver. Moving to Explori has completely changed this.
    Jan Barthelemy
    Head of AU & NZ Digital Marketing dmg events
  • We are keen to work with Explori to gain deeper insights into our events. The ability to compare results directly with similar events in our portfolio and against industry standards will be incredibly helpful
    Baris Onay
    Group Head of Digital, ITE
  • Analysis that could have taken the team days was available within hours of the survey going live. We could immediately see how the new German events had performed, against the context of our existing shows. Information like this is essential for informing future business strategy.
    Austen Hawkins
    MD, F2F Events
  • Robust performance metrics and customer feedback is essential for achieving maximum customer satisfaction. Explori will allow us to reach all our exposition delegates regardless of language or location.
    Art Paredes
    Sr. Director, Global Expos, SEMI
  • Explori helps us gain deep insights into the customer experience across our business. Without it, understanding our key performance metrics would be considerably more challenging.
    Andrew Evans
    MD, Centaur Exhibitions

Our Clients