Net Promoter Score (NPS)

Net promoter score is a customer experience metric that measures customer loyalty and satisfaction. The NPS survey asks the question: “On a scale of 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”. Results are then plugged into the NPS formula to give a net promoter score of between -100 and 100.

Respondents are categorized based on their answers to the above question, and sorted into three groups:

- Promoters: Respond with a score of 9 or 10 (superfans!)

- Passives: Respond with a score of 7 or 8 (happy but could be happier)

- Detractors: Respond with a score between 0 and 6 (in need of some attention and engagement)

The results of the NPS survey are plugged into the NPS formula to get your final score:

NPS = % of promoters - % of detractors