Weighted NPS
Standard NPS pools every response together, so the overall score leans towards whichever workspaces collect the most responses. A busy store with a high response rate can dominate the headline number, while a smaller branch — or a strategically important one that collects fewer responses — barely moves it. Weighted NPS fixes that by giving each workspace its own weight, so each workspace's score contributes to the overall number in proportion to how much that workspace counts for your business.
It's the version of NPS to bring to a leadership or finance conversation when your workspaces aren't equal — stores of very different sizes, regions with different revenue, or brands with different strategic priority — and you want the headline loyalty number to reflect that mix rather than the response volume.
How the weighting works
Each workspace in the report is given a weight. A workspace with a higher weight has a bigger say in the overall score; a workspace with a lower weight has a smaller one. The NPS inside each workspace is calculated exactly as usual — promoters minus detractors — and the weighting is applied between workspaces, not to individual responses or customers.
For example, if your flagship store carries twice the weight of a smaller branch, a change in the flagship's NPS moves the weighted score twice as much as the same change at the branch — however many responses each one collected.
Weights are set per workspace
Weighted NPS only differs from standard NPS when your workspaces carry different weights. If the two scores look identical, check with your account team that weights have been set for your workspaces — and let them know when your weights should change, for example after opening a new store or when the importance of a region shifts.
Put it to work
- See the gap that matters. If Weighted NPS sits below your standard NPS, the workspaces that matter most to your business are less loyal than the response volume suggests — a risk hiding behind a healthy-looking headline.
- Stop high-volume workspaces from masking the rest. Weighting keeps one very active workspace from drowning out the others in the overall score.
- Report loyalty in business terms. Bring the weighted score to leadership conversations, where the question is how loyal customers are in the parts of the business that matter most.