The Net Promoter Score (NPS) is an indicator used to assess customer satisfaction and loyalty to a company or brand. This metric is based on a single key question: “Would you recommend our product/service to your friends and family?” Customers are asked to rate their likelihood of recommending the product/service from 0 to 10. Those who give a rating of 0 to 6 are considered detractors, those giving a rating of 7 to 8 are classified as neutral, while those giving a rating of 9 to 10 are identified as promoters. The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters.
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