The Net Promoter Score (NPS) is influenced by the culture of the respondents. Qelp measures NPS for all of their customers and there are clear cultural differences visible. For example, Brazilian people that are exceptionally pleased will (easily) give a ’10’, while really satisfied dutch people will give an ‘8’ and still comment that they are exceptionally pleased with the service.
These cultural differences make comparing NPS scores more difficult. This doesn’t mean that NPS is a useless indicator. It is important that you benchmark your NPS and track changes to gain true insight in your customer satisfaction.
Estimate your NPS score with the NPS calculator on our website.