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NPS

Definition

What is an NPS?

NPS stands for Net Promoter Score, which is a customer satisfaction metric used to gauge the loyalty and overall sentiment of a company’s customers.

How to measure NPS?

Measuring Net Promoter Score (NPS) involves calculating the percentage of customers who are promoters, detractors, and neutrals. To do this, businesses ask a simple but direct question: “How likely is it that you would recommend this company or product to a friend or colleague?” Customers then respond on a scale of 0-10

Why NPS is important?

NPS can be used to identify areas of strength and weakness in products and assess overall customer satisfaction. By understanding what drives customer loyalty and engagement through regular surveys using NPS, businesses have a powerful tool at their disposal to help them foster strong relationships with their customers.