What is NPS?
Articles on: FAQs
The Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your product or service to others. It is calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?"
NPS is calculated by subtracting the percentage of detractors (customers who respond with a score of 0-6) from the percentage of promoters (customers who respond with a score of 9-10). The resulting score can range from -100 to +100.
- Simple and easy to implement: NPS surveys are quick for customers to complete, making it easy to gather feedback.
- Actionable insights: NPS provides clear data on customer loyalty, allowing you to identify areas for improvement.
- Benchmarking: NPS scores can be used to benchmark your performance against competitors and industry standards.
It's recommended to measure NPS regularly, such as quarterly or after significant customer interactions, to track changes in customer sentiment over time.
Updated on: 09/03/2024
What is NPS?
The Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your product or service to others. It is calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?"
How is NPS calculated?
NPS is calculated by subtracting the percentage of detractors (customers who respond with a score of 0-6) from the percentage of promoters (customers who respond with a score of 9-10). The resulting score can range from -100 to +100.
What are the benefits of using NPS?
- Simple and easy to implement: NPS surveys are quick for customers to complete, making it easy to gather feedback.
- Actionable insights: NPS provides clear data on customer loyalty, allowing you to identify areas for improvement.
- Benchmarking: NPS scores can be used to benchmark your performance against competitors and industry standards.
How often should I measure NPS?
It's recommended to measure NPS regularly, such as quarterly or after significant customer interactions, to track changes in customer sentiment over time.
Updated on: 09/03/2024
Updated on: 09/13/2024
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