Net Promoter Score
Net promoter score (NPS) is a customer satisfaction metric that identifies how likely your customers are to recommend your business to others.
It is used to evaluate customer loyalty and performed through a customer satisfaction survey featuring a single question: How likely are you to recommend us to a friend on a scale of 0 to 10?
According to their responses, the customers can be categorized into 3 groups:
- Promoters (score of 9-10) - the most loyal customers.
- Passives (score of 7-8) - happy with your product but not enough to be considered promoters.
- Detractors (score of 0-6) - unhappy customers who won’t buy from you again or recommend you to anyone.
To calculate your NPS, simply subtract the percentage of detractors from the percentage of promoters.