What is Net Promoter Score?
Net Promoter Score is a metric that is used to measure the loyalty of customers to a company.
Scores range from -100 to 100.
The score is derived from the answer to a single question.
Net Promoter Score is a metric that is used to measure the loyalty of customers to a company.
Scores range from -100 to 100.
The score is derived from the answer to a single question.
Net Promoter Score (NPS) is generated by collecting answers to the following question:
On a scale of 0-10, how likely are you to recommend [Company Name] to a friend or colleague?
Collect the answers and break them into 3 groups:
- Promoters (9,10)
- Passives (7,8)
- Detractors (0,1,2,3,4,5,6)
The NPS Score is calculated as
Promoters (%) - Detractors (%) = NPS Score.
Net Promoter® and NPS® are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.