🔄 We are currently updating our documentation. Some pages may be outdated during this process. We apologize for any inconvenience caused.

What is NPS?

What is NPS*?

NPS is held up as the gold standard of customer experience metric, which measures the loyalty of customers to a company, based on one simple question:
“How likely is it that you would recommend *Organization/product/service* to a friend or colleague?”.

Customers/Respondents gives a rating between 010, which classifies the the respondents into one of 3 categories:

  • PromotersResponses with a score between 9 or 10, typically loyal customers.
  • PassivesResponses with a score between 7 or 9, Satisfied customers but not satisfied enough to be considered promoters.
  • DetractorsResponses with a score between 06, unsatisfied customers unlikely to buy again and may discourage others from buying from you.

The final Net Promoter Score (NPS) is calculated like this:
Promoters minus detractors divided on total responses.

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


Tietoja Academysta

Löysitkö vastauksen kysymykseesi? Dokumentaation alla on informatiivisia kuvauksia, jotka auttavat sinua ymmärtämään Essentialin toimintoja ja käyttämään niitä. Palautustyön avulla nostat tietotasoa koko organisaatiossa.