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.