Net Promoter Score (NPS)

Net Promoter Score (NPS)

A customer satisfaction metric that gauges, on a scale of 0-10, how likely individuals are to recommend your company to others. The Net Promoter Score (NPS) stems from a straightforward survey aimed at assessing customer loyalty to your brand.

Example

An NPS survey asks customers a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” Based on their responses, customers are categorized into three groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). The Net Promoter Score is then calculated by subtracting the percentage of Detractors from the percentage of Promoters. For example, if 70% of respondents are Promoters and 10% are Detractors, the NPS would be 60.