Net Promoter Score (NPS)

Net Promoter Score (NPS)

Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. This metric is a reliable indicator of a customer's satisfaction level with a company's product or service and their allegiance to the brand.

How to Calculate NPS

The score is calculated by taking the difference between the percentage of promoters and the percentage of detractors, using the following formula:

NPS = % Promoters - % Detractors

Understanding NPS Ranges

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and referring others, fueling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

An NPS score between 30 to 100 is generally considered excellent and indicates that a company has far more promoters than demoters.

NPS Chart

The NPS chart visually presents the numbers of:

  • Promoters

  • Passive users

  • Detractors

The chart helps companies quickly grasp their NPS distribution and track improvements or declines in customer satisfaction over time.

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