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What is Net Promoter Score (NPS)?

net pro - mot - er score
noun

Net Promoter Score (NPS) is a metric that assesses the probability of customers recommending a product or service to others based on their firsthand experience. This measurement goes beyond gauging customer satisfaction, as it also sheds light on the potential for word-of-mouth referrals, which can profoundly influence a business's growth and reputation. Consistently evaluating NPS enables companies to gain insights into customer loyalty and make necessary enhancements to their offerings.

How does the net promoter score (NPS) work?

Discovering the net promoter score (NPS) involves asking customers how likely they are to recommend a business, using a scale from 0 to 10. Those giving a score of 9 or 10 are labeled as promoters, while scores of 7 or 8 indicate passives and anything from 0 to 6 represents detractors. Calculating the NPS is achieved by subtracting the percentage of detractors from the percentage of promoters. This score offers valuable insights into customer loyalty and satisfaction.