What is Net Promoter Score®?

The Net Promoter Score®, or NPS®, is a widely used loyalty metric based on dividing your customers into three categories: Promoters, Passives, and Detractors.

By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying or visiting your website and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company’s NPS®, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

 

How did we do?

Activate Net Promoter Score®

Contact