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Net Promoter Score (NPS) = a customer loyalty metric that measures customers' willingness to make a recommendation to their family, friends, or colleagues.

Based on the question "How likely are you to recommend this company to a friend or colleague?"

Respondents submit a rating between 0 (not at all likely) and 10 (extremely likely). Depending on their evaluation, customers fall into one of three categories to establish an NPS score:

  • Promoters respond with a score of 9 or 10. These are typically loyal and enthusiastic customers.
  • Passives respond with a score of 7 or 8. They are satisfied with the service, but not enough to be considered promoters.
  • Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you.

Net Promoter Score

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Net Promoter Score