Net Promoter Score (NPS), is a customer experience metric. It measures the satisfaction & loyalty of customers to a company. This proven metric provides a core measurement scale for customer experience and satisfaction around the globe.
Customers are asked just one simple question – On a scale of 0 to 10, how likely is it that you would recommend organization X/Product Y/Service Z to a friend or colleague?
Based on the responses they give, customers are divided under the following categories –
Customers who respond with a score of 9 or 10 (typically loyal customers).
Customers who respond with a score of 7 or 8. (satisfied but not happy enough)
Customers who respond with a score of 0 to 6 (unhappy customers, unlikely to buy again or recommend your business).
It’s simple to calculate your NPS score – just subtract the percentage of Detractors from the percentage of Promoters i.e (Number of Promoters - Number of Detractors) / (Number of Respondents) x 100.