Net Promoter Score

Net Promoter Score ®

Net Promoter Score® or NPS measures customer satisfaction and loyalty.

It is a core indicator in Customer Experience Management that measures the propensity of interviewees to recommend the product in question.

Respondents are asked one unique question : How likely is it that you would recommend the product to your acquiantances ?

According to their answer, interviewees are grouped in three categories :

– Detractors (score 0 to 6) :unsatisfied customers that can damage the company’s activity through negative reviews.
– Passives (score 7 to 8) : satisfied but unenthusiastic customers that can be receptive to competitor offers.
– Promoters (score 9 to 10) : satisfied and loyal customers able ready to contribute to sales growth through their postive word-of-mouth.

Net Promoter Score is calculated as follows
% of Promoters – % of Detractors= NPS
NPS can range from -100  to 100.

See French definition