Net Promoter Score: What is it and how is it calculated?

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In an increasingly competitive market, companies need to focus on customer satisfaction to understand what they're doing well and what they need to improve.

There are different methods to obtain this feedback, but one of the simplest and most reliable is the Net Promoter Score .

At eserp, we prepare all our students for their professional future and give them the necessary tools to achieve success in the workplace and accomplish all their goals.

This methodology is just one of the many other tools you'll learn in our Master's in Marketing , and it will undoubtedly be of great help to you in your successful career.


What is the Net Promoter Score and what impact does it have on customer loyalty?
The Net Promoter Score (NPS) methodology is used to measure customer satisfaction and loyalty toward any type of business, regardless of the market or sector in which it operates.

This method provides rapid feedback to buy phone number list assess the quality of the products or services offered by companies, as well as to estimate future customer purchases. By applying this methodology, not only is user satisfaction assessed with a single interaction, but also their overall attitude toward the brand.

Therefore, the Net Promoter Score has a significant impact on customers, as it is focused on achieving maximum customer satisfaction with the company offering the services or products.

How is the Net Promoter Score calculated?
The NPS is structured around a simple question: On a scale of 0 to 10, how likely are you to recommend our company to a friend?

Based on the responses, customers are classified into three groups:

Detractor customers. These are customers who rated the company from 0 to 6 because they are dissatisfied with the products/services or the experience, so they will not purchase again or recommend the brand.

Passive customers. These are those who scored 7 or 8. These customers aren't particularly loyal to the brand and will only buy products or services they need.