What does our nonprofit's Net Promoter Score (NPS) mean?

We are excited to share your donors' feedback with you.

NPS is a number that is widely used in the for-profit space to help organizations understand customer loyalty. GlobalGiving is using the NPS to gather valuable feedback on how your donors feel about your nonprofit's work and share it with you in an easy and measurable way.

To get your score, we start by asking the following question to your donors at the bottom of project reports: "On a scale of 0 to 10, how likely are you to recommend this project to a friend, family member, or colleague?".  You will receive these individual scores in a daily email as well as any comments they leave, although comments are optional.

Additionally, we take the responses to this question and calculate a NPS for each of your projects. This is done by subtracting the percentage of detractors (responses of 0-6) from the percentage of promoters (responses 9-10). The result is a NPS ranging from -100 to 100.

For example, if 70% of your donor respondents were promoters and 20% were detractors (leaving 10% as neutral), then you would have a NPS score of 50.

On monthly basis, you will receive an email with updates on each of your projects' NPS generated from the feedback question. This score will be useful for you in seeing, over time, how your donors are responding to your projects. 

For more information on your NPS, the feedback process, and what it means for your nonprofit's projects—check out our blog here.

Interested in hearing even more about NPS in general? Visit this site. 

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