Net Promoter Score (NPS)
Net Promoter Score (NPS) is a score calculated based on customer loyalty and satisfaction measurement.The required values are gathered by asking customers how likely they are to recommend your product or service to others on a scale of 0-10? The replies are further divided into three buckets:
- Promoters: Customers who replied with a score of either 9 or 10.
- Passives: Customers who replied with a score of either 7 or 8.
- Detractors: Customers who replied with a score in the range 0-6 (including 0 and 6).
The Net Promoter Score (NPS) is calculated as:
NPS = % of Promoters - % of Detractors
The NPS can be in the range of -100(every customer is a detractor) or 100(every customer is a promoter).