What is the Net Promoter Score (NPS)?
A customer satisfaction metric that measures, on a scale of 0-10, the degree to which people would recommend your company to others. The NPS is derived from a simple survey designed to help you determine how loyal your customers are to your business. This is a critical aspect of the digital ecosystem, offering numerous examples and case studies that illustrate its application across different industries and scenarios.
Example
A software company asks customers, “On a scale of 0 to 10, how likely are you to recommend our project management tool?” Customers who rate 9-10 are promoters, 7-8 are passives, and 0-6 are detractors. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.