What is: NPS (Net Promoter Score)

A Net Promoter Score (NPS) is a measure of customer loyalty and your business’s ability to grow.

It’s calculated by asking customers how likely they are to recommend your company to a friend or colleague on a scale from 0-10.

Customers who respond with a 9 or 10 are considered promoters, customers who respond with a 7 or 8 are passives, and customers who respond with a 6 or below are detractors.

The score is simply the percentage of promoters minus the percentage of detractors.

NPS can be used to track customer satisfaction over time, as well as compare your company against others. It’s also been shown to be predictive of future business growth.