What is CNPS?
CNPS is a key metric that stands for Candidate Net Promoter Score. The candidates are asked to answer the question "How likely is it that you would recommend 'company name' to a friend or colleague?" on a scale from 0-10. The answers are then categorized into detractors, passives and promoters as shown below:
The CNPS is then calculated from the percentage of promoters minus the percentage of detractors. If you want to read more about CNPS you can do that here.
How do you interpret your CNPS result?
If you want to view your CNPS result, the easiest way to do that is by creating a report and adding the CNPS question/s. When you add the CNPS question, you automatically get a table graph:
To the left of the table you can see what kind of value each row correspond to, in this case date, and the chosen period of the last 6 months. The row at the bottom is the total for the chosen time period.
The colours of the graph represent the 3 CNPS categories:
Red: Detractors (0-6 rating)
Yellow: Passives (7-8 rating)
Green: Promoters (9-10 rating)
By clicking each color, you can see which CNPS category it is and what the percentage for that category is:
In the first of the three columns to the right of the graph, you can see your CNPS score:
The CNPS score on the top row, +72, is for 2023-04 while the row beneath, +68, is for 2023-03. The row at the bottom shows the total average for the chosen period (last 6 months), which is +69 in the example above.
To understand your result, it is good to have a look at the benchmark column next to the CNPS score:
Benchmarks can be interpreted in the same was as the CNPS, which means that each row shows the average for the month on the left, and the bottom row shows the total. There are two kinds of benchmarks in the table:
Global benchmark (the globe): the average for all Trustcruit users.
Your company (the house): the average for your company.
In the example above, you can see that the CNPS for April (+72) is better than the global average (+67).
In the example, all data for the Demo account is shown, and the "your company" benchmark is therefore the same as the CNPS result. If you view a segment or add filters, the benchmark for your company might differ from the result.
The column to the far right shows how many responses you have in total:
In the example above, you can see that there are 50 responses for March and 50 for April, with a total of 250 responses.