The Net Customer Score (NCS) is a metric used to measure customer satisfaction and loyalty. It’s similar to the Net Promoter Score (NPS) but includes both promoters and detractors.
The formula can be expressed mathematically as:
NCS = % Promoters – % Detractors
Where:
Promoters = (Number of Promoters / Total Number of Responses) * 100
Detractors = (Number of Detractors / Total Number of Responses) * 100
For example, if you had 100 responses to your customer satisfaction survey, with 40 promoters (rated 9 or 10) and 20 detractors (rated 0 to 6), the calculation would be:
Promoters = (40/100) * 100 = 40%
Detractors = (20/100) * 100 = 20%
NCS = 40% – 20% = 20%
So, in this example, the Net Customer Score (NCS) would be 20%.
A higher NCS indicates higher customer satisfaction and loyalty, while a lower NCS suggests room for improvement.