Net Promoter Score (NPS)

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A customer satisfaction metric that measures, on a scale of 0-10, the degree to which people would recommend your company to others. The NPS is derived from a simple survey designed to help you determine how loyal your customers are to your business.

To calculate NPS, subtract the percentage of customers who would not recommend you (detractors, or 0-6) from the percent of customers who would (promoters, or 9-10).

Regularly determining your company’s NPS allows you to identify ways to improve your products and services so you can increase the loyalty of your customers.

Last updated: 2020/04/21