What is NPS?

What is NPS?

The Net Promoter Score, or NPS asks one simple question — “How likely is it that you would recommend a company to a friend or colleague?”

We use NPS to get a clear measure of our company’s performance through our customers’ eyes.

Customers respond on a 0-to-10 point rating scale and are categorised as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy or angry customers who can damage our brand and impede growth through negative word-of-mouth

How is NPS Calculated?

We calculate the NPS by taking the percentage of customers who are Promoters and subtract the percentage who are Detractors.


Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

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