Sales Terms

Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your customers are to recommend their brand to others.

What's Inside

    What is Net Promoter Score?

    The Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your customers are to recommend your brand to others.

    It's based on just one question: on a scale of 0-10, how likely are you to recommend this company/product/service to a friend or colleague?

    Customers who answer with 9 or 10 are considered "Promoters" and they make up the top 20% of customers; those answering with 7, 8, or 9 are "Passives"; and those answering 6 or lower are "Detractors."

    How to Calculate NPS?

    Net Promoter Score is calculated as follows: 

    NPS =  % of Promoters - % of Detractors

    The calculation is based on a 0 to 100 point scale with zero being considered bad and anything over 50 is good.

    Why is NPS Used?

    The Net Promoter Score (NPS) is a simple way to measure your customers' loyalty. It's a popular metric for companies that have a lot of customer feedback, and it can be used in marketing too. Learn more about how you could use the NPS as an integral part of your digital strategy by contacting us today!