Net Promoter Score (NPS) is a metric used in customer experience programs.

  • NPS measures the loyalty of customers to a company.
  • The NPS score ranges from -100 to +100
  • NPS scores are measured with a single question survey and tracked, with a higher NPS score more desirable.
  • NPS allows you to monitor improvements in our products, service, and organization.
  • NPS separates Clients into one of 3 groups:
    • Detractors
    • Passives
    • Promoters

It’s simple to calculate an NPS score – just subtract the percentage of Detractors from the percentage of Promoters.

For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, the NPS score would be 70-10 = 60.

Revision: 14
Last modified: Jun 24, 2020

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