NET PROMOTER SCORE – NPS
The Net Promoter Score* is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It can give insight into the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
Customers are surveyed on one single question. They are asked to rate on an 11-point scale the likelihood of recommending the company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”
Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.
