What is Net Promoter Score (NPS)?

NPS is an industry-standard measurement of customer experiences and predictor of future business performance. The metric is based on how customers answer the question:

"How likely is it that you would recommend [brand or company] to a friend or colleague?"

Research shows that customer responses to this question fall into one of three behaviors, called "Promoters", "Passives", or "Detractors". Promoters had the highest rate of repeat purchases and represented over 80% of word-of-mouth referrals, whereas Detractors represented over 80% of negative word-of-mouth comments. Customers with a Passive answer did not drive growth, nor negative word-of-mouth - they are on-the-fence in terms of loyalty to your brand or business.

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• What is a good Net Promoter Score (NPS)?

  What is a good Net Promoter Score (NPS)? A NPS that is greater than 0 is considered OK. Any score below 0 means you've got work to do to improve customer satisfaction. In general, your goal is to strive to the highest NPS possible. While some of us ...

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