What is Net Promoter Score (NPS)
Net Promoter Score - How loyal are your customers?
Net Promoter Score (NPS) is a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others. The NPS survey is specifically centered around the question: “How likely is it that you would recommend Company to a friend or colleague?”
Why measure NPS?
NPS brings a simple solution to finding out who trusts in your brand and why.
How to measure NPS?
Customers who answer lower than 6 are a detractors, while those who respond with a 9 or higher are a promoters. Customers responding 7-8 are passives
NPS is calculated by subtracting the % of detractors from the % of promoters.
What does an NPS survey look like?
Due to it being based on a research by Bain & Co, NPS survey will always look the same—a scale from 0 to 10.