What is Net Promoter Score (NPS)?
Posted: Sat Apr 05, 2025 4:54 am
Net Promoter Score (NPS) is a metric used by companies to measure customer loyalty based on one simple question: “On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?” In this article, we’ll cover what Net Promoter Score (NPS) is, why it’s important in customer analytics, how to calculate NPS, and how to leverage the results to improve customer retention and business growth.
List of contents
What is Net Promoter Score (NPS)?
Why is Net Promoter Score (NPS) Important?
How to Calculate Net Promoter Score (NPS)?
Leveraging Net Promoter Score (NPS) Results
Conclusion
Net Promoter Score (NPS) is a metric that measures the level of c level executive list customer satisfaction and loyalty towards a product or service. The question used to measure NPS is: “On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?” Respondents are usually grouped into three categories based on the score they give:
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– Promoters (Score 9-10): Customers who are very satisfied and tend to recommend the product/service to others.
– Passives (Score 7-8): Customers who are satisfied but not very enthusiastic in recommending the product/service.
– Detractors (Score 0-6): Customers who are dissatisfied and may give negative feedback to others.
List of contents
What is Net Promoter Score (NPS)?
Why is Net Promoter Score (NPS) Important?
How to Calculate Net Promoter Score (NPS)?
Leveraging Net Promoter Score (NPS) Results
Conclusion
Net Promoter Score (NPS) is a metric that measures the level of c level executive list customer satisfaction and loyalty towards a product or service. The question used to measure NPS is: “On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?” Respondents are usually grouped into three categories based on the score they give:
Other Readings
Getting to Know the Simple Future Tense Formula, How to Use It, and ExamplesHow to Use Simple Future Tense in Sentences? Complete with Examples50 Questions About Simple Future Tense with Answers and Explanations
– Promoters (Score 9-10): Customers who are very satisfied and tend to recommend the product/service to others.
– Passives (Score 7-8): Customers who are satisfied but not very enthusiastic in recommending the product/service.
– Detractors (Score 0-6): Customers who are dissatisfied and may give negative feedback to others.