Net Promoter Score (NPS)

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Definition of Net Promoter Score (NPS)

Net Promoter Score (NPS) is a measurement of customer satisfaction based on a scale of 0-10. It measures how likely a customer would recommend a brand to others and is delivered via a survey mechanism.

How NPS is Calculated

NPS is calculated by subtracting the percentage of detractors (customer who would not recommend you, or those who provide a score of 0-6), from the promoters (customers who would recommend you, or those who provide a score of 9-10).

Net Promoter Score, or NPS, is a metric first developed by Bain and Company in 2003 that is used in customer experience programs (and its counterpart eNPS is used in employee experience programs). It measures the loyalty of customers to a company with variations of a simple question: How likely is it that you would recommend [Organization A/Product B/Service C] to a friend or colleague?




Meaningful Measurement of the Customer Experience (2022) by Greg Kihlström