Net Promoter Score

Net Promoter Score

Net Promoter Score (NPS) is a metric used in customer experience programs that measures the loyalty of customers to a particular brand or company. The scores are measured with a single question survey.

How do you actually measure the satisfaction level of your customer?

This is where Net Promoter Score (NPS) plays an important role. NPS is a gold standard accepted universally in customer experience programs that measures the loyalty of customers to a company. The score is measured with a single question survey and reported with a number range from -100 to +100.

How do you actually measure the satisfaction level of your customer?

This is where Net Promoter Score (NPS) plays an important role. NPS is a gold standard accepted universally in customer experience programs that measures the loyalty of customers to a company. The score is measured with a single question survey and reported with a number range from -100 to +100.

How likely are you to recommend us on a scale of 0-10?

Based on their response, customers are placed into three categories:

Promoters (scores of 9-10) – Loyal customers who will keep buying and recommend it to others.

Passives (scores of 7-8) – Satisfied customers but unenthusiastic, vulnerable to competitive offerings.

Detractors (scores of 0-6) – Unhappy customers who can damage your brand through negative reviews.

To calculate the final NPS score, subtract the percentage of Detractors from the percentage of Promoters. An NPS score of more than 50 is considered excellent.