The Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It’s a simple question that can give you valuable insights into your business: “How likely is it that you would recommend [brand] to a friend or colleague?” Customers who answer with a score of 9 or 10 are considered “promoters,” while those who answer with a score of 0 to 6 are “detractors.” The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Customers respond on a scale of 0-10, with 0 being the least likely and 10 being the most likely. Promoters are customers who score 9-10, and passives are customers who score 7-8. NPS can be a useful tool for businesses to track over time and compare against competitors.
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