What is the Net Promoter Score (NPS)?
The Net Promoter® score allows you to categorize customers into three groups based on their willingness to recommend your company or product to a friend or colleague: • Promoters (score 910) are loyal enthusiasts who will keep buying and refer others, fueling growth. • Passives (score 78) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. • Detractors (score 06) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. Calculating Your Net Promoter Score One question provides the best predictor of customer loyalty for the vast majority of businesses: How likely is it that you would recommend (Company/Product X) to a friend or colleague? Using a 0 to 10 scale, you can calculate your Net Promoter Score (NPS) by taking the percentage of Promoters, and subtracting the percentage of Detractors. NPS is a straightforward metric that holds companies and employees accountable for how they treat customers. When combined
