What is NPS?

Net Promoter Score (NPS), is a customer experience and satisfaction metric widely adopted around the world, and it’s based on one question.

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Net Promoter Score

Measure your customer experience

Net Promoter Score (NPS), is a customer experience and satisfaction metric used around the world, and it’s based on one question. The answer will help you determine between customers that are promotors, passives, and detractors, and the results can drive and improve your business practices and decisions.

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NPS - WHAT IS IT?

How is NPS calculated?

One question is asked - “How likely are you to recommend us to your family and friends?’’ The respondent rates their experience on a scale of 0 – 10, and the result will categorise the customer into one of three groups.

Promoters

Promoters are responders that fall between the 9 – 10 range. These are customers who rate their customer experience highly and are likely to promote your brand to others, leading to business growth.

Passives

Passives fall between 7 – 8 and are fairly neutral on whether they will share their customer experience with anyone.

Detractors

Detractors are people who score their experience between 0 and 6and represent the unhappy customers. They can damage your brand with bad publicity and will not return as a customer.

Identifying the Detractors and fixing their experience in a positive way is highly beneficial for businesses. You can avoid damage to your brand and turn the negative customer experience into a good outcome.

Subtracting the percentage of Detractors from the percentage of Promoters will give you the NPS score for your business.

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