What is NPS? How is it calculated?

NPS, Net Promoter Score, measures customer loyalty. The question asked is: “How likely are you to recommend us to a friend or colleague?” Unlike the other questions in the customer survey, this one is directed more toward the company than the agent who assisted the customer.

The scale ranges from 0 to 10, where 0 means Not at all likely and 10 means Very likely. Customers who respond with a 9 or 10 are classified as Promoters, while those who respond between 0 and 6 are considered Detractors.

NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The resulting score can range from –100 to +100.

The goal is to maximize the share of Promoters and minimize the number of Detractors. Promoters contribute to profitability by being loyal, returning more frequently, purchasing more, and—most importantly—recommending your company to potential new customers.

If you would like to learn more about how to work with NPS, please email: Support@brilliantfuture.se