Customer Success
Net Promoter Score (NPS)
Definition of
Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company's product or service to others. It is determined by asking customers a single question: "On a scale of 0-10, how likely are you to recommend this product/service to a friend or colleague?" Based on the responses, customers are classified into three categories: Promoters (score of 9 or 10), Passives (score of 7 or 8), and Detractors (score of 0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 and +100. The NPS is a widely used metric in customer experience management and is often used to benchmark a company's performance against industry standards. The higher the NPS, the more likely it is that customers will refer the company to others, which can lead to increased customer acquisition and loyalty.
A popular metric that quantifies customer satisfaction with your product.
