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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:

  • Promoters: Responses with a score between 9 or 10, typically loyal customers.
  • Passives: Responses with a score between 7 or 9, Satisfied customers but not satisfied enough to be considered promoters.
  • Detractors: Responses 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.

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