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.

Read More

What is Net Promoter Score®? Your introduction to NPS

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