Net Promoter Score (NPS)

Net Promoter Score (NPS) is calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” Data from this question helps businesses improve upon service, support, delivery, etc. for increased customer loyalty.




How To Calculate NPS

NPS is calculated by subtracting the percentage of customers who answer the NPS question with a 6 or lower (known as ‘detractors’) from the percentage of customers who answer with a 9 or 10 (known as ‘promoters’).

Detractors
(score of 0 to 6) are unlikely to recommend a company or product to others and—worse—could actively discourage potential customers away from a businessn

PASSIVES
(score of 0 to 6) are not actively recommending a brand, but are also unlikely to damage it with negative word of mouth.

Promoters
(score of 9 and 10 ) these people are likely to act as brand ambassadors, enhance a brand’s reputation, and increase referral flows, helping fuel the company's growth.

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