Net Promoter Score

Net promoter score (NPS) is a metric your business might use to see how likely your customers are to recommend you.

Customer satisfaction surveys are used to track the level of customer loyalty and they usually involve a questionnaire of some kind.

Based on their NPS from 1 to 10, customers can be divided into the following categories:

  • Promoters (9 -10) – Loyal customers
  • Passives (7 – 8) – Satisfied with your product but not likely to recommend your product or service
  • Detractors (0 – 6) – Won’t recommend your product or service

You can calculate your NPS by substracting the number of detractors, from the number of promoters.