Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on a single question: "How likely is it that you would recommend [company/product/service] to a friend or colleague?" The response options typically range from 0 to 10, with 0 being "Not at all likely" and 10 being "Extremely likely."
NPS categorizes respondents into three groups based on their ratings:
Promoters (scored 9-10): These are customers who are highly satisfied with the company's product or service and are likely to recommend it to others. They are considered loyal customers and are crucial for business growth through positive word-of-mouth.
Passives (scored 7-8): These are customers who are somewhat satisfied with the company's offerings but may not be as enthusiastic as promoters. They are neutral and may be easily swayed by competitors or alternative options.
Detractors (scored 0-6): These are customers who are dissatisfied with the company's product or service and are unlikely to recommend it. Detractors may share negative experiences with others, potentially harming the company's reputation and customer acquisition efforts.
To calculate the Net Promoter Score, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, where a positive score indicates that there are more promoters than detractors, and a negative score indicates the opposite.
NPS is a valuable tool for businesses to gauge customer satisfaction, identify areas for improvement, and track changes in customer sentiment over time. It provides a simple yet powerful way to measure customer loyalty and the likelihood of future business growth. Additionally, NPS benchmarks can vary by industry, allowing companies to compare their performance against competitors and industry standards.