Customer Success
Net Promoter Score (NPS)
Definition of
Net Promoter Score (NPS) is a metric used to gauge the loyalty and satisfaction of customers towards a brand or company. It is based on a single question survey that asks customers how likely they are to recommend the product or service to others on a scale of 0 to 10. Those who respond with a score of 9 or 10 are considered promoters, while those who score 7 or 8 are passive, and those who score 0 to 6 are detractors. The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The score ranges from -100 to 100. A high NPS score indicates a strong customer base and a higher likelihood of customer retention and advocacy. For example, if a company has an NPS score of 50, it suggests that 50% more customers are brand promoters than brand detractors.
