Process
How to set NPS targets in four steps
A four-step process for setting Net Promoter Score targets a team can actually hit. Start from a baseline of 100 or more responses, aim for a gain of 5 to 10 points over six months, frame the goal as fewer detractors and track the score by segment. Koji follows each score with an AI interview question, so when the number moves you can see why.
Where this appears
What's in this process
- Establish your baseline: Run a representative survey, get 100 or more responses and accept the number you get.
- Set a six-month target: A realistic gain is 5 to 10 points per period. Bigger jumps usually come from skewed samples.
- Tie it to fewer detractors: Cutting detractors from 22% to 15% in six months is easier to act on than raising NPS to 45.
- Track NPS by segment: Your overall score averages very different cohorts. Split it by tier, persona or use case to see where to invest.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
html
<a href="https://www.koji.so/visuals/how-to-set-nps-targets-steps"><img src="https://www.koji.so/visuals/how-to-set-nps-targets-steps/how-to-set-nps-targets-steps.png" alt="Process showing four steps for setting NPS targets: set a baseline, pick a six-month goal, tie it to fewer detractors and track each segment." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/how-to-set-nps-targets-steps">How to set NPS targets in four steps</a>, Koji</p>
