Frequently Asked Questions about Net Promoter Score (NPS)

What is NPS?

The Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your product or service to others. It is calculated based on responses to a single question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?"

How is NPS calculated?

NPS is calculated by subtracting the percentage of detractors (customers who respond with a score of 0-6) from the percentage of promoters (customers who respond with a score of 9-10). The resulting score can range from -100 to +100.

What are the benefits of using NPS?

- Simple and easy to implement: NPS surveys are quick for customers to complete, making it easy to gather feedback.
- Actionable insights: NPS provides clear data on customer loyalty, allowing you to identify areas for improvement.
- Benchmarking: NPS scores can be used to benchmark your performance against competitors and industry standards.

How often should I measure NPS?

It's recommended to measure NPS regularly, such as quarterly or after significant customer interactions, to track changes in customer sentiment over time.

Updated on: 09/03/2024