NPS stands for Net Promoter Score. It's a customer satisfaction benchmark that gauge the loyalty of a firm's customer relationships.

NPS is a typical benchmark companies measure to evaluate and improve customer loyalty. NPS is different from other benchmarks, such as customer satisfaction score or customer effort score, in that it measures a customer's overall sentiment about a brand, versus their perception of a singular interaction or purchase.

NPS Calculation

  1. Survey your customers, asking them "On a scale of 0 to 10, how likely are you to recommend to a friend?" (NPS question from questions list)
  2. Categorize respondents according to their score: Scores 0-6 are Detractors, scores 7-8 are Passives, and scores 9-10 are Promoters.
  3. Disregarding the Passives, subtract the percentage of Detractor responses from the percentage of Promoter responses to determine your Net Promoter Score. This score can range from -100 to 100.

Responses to this question can be categorized into three groups:

  • Promoters: Customers who answer the question with 9-10
  • Passives: Customers who answer the question with 7-8
  • Detractors: Customers who answer the question with 0-6
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