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NPS (Net Promoter Score) is calculated based on responses to the question:
NPS (Net Promoter Score) is calculated based on responses to the question:
"How likely are you to recommend our product/service to a friend or colleague?"
"How likely are you to recommend our product/service to a friend or colleague?"
Respondents rate their likelihood on a scale from 0 to 10. Based on their answers, they are categorized into three groups:
Respondents rate their likelihood on a scale from 0 to 10. Based on their answers, they are categorized into three groups:
Promoters (9-10): Loyal enthusiasts who are likely to recommend your product/service and drive growth.
Promoters (9-10): Loyal enthusiasts who are likely to recommend your product/service and drive growth.
Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitors.
Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitors.
Detractors (0-6): Unhappy customers who can damage your brand through negative word of mouth.
Detractors (0-6): Unhappy customers who can damage your brand through negative word of mouth.
The NPS is calculated using the formula:
The NPS is calculated using the formula:
NPS=%Promoters−%Detractors
NPS=%Promoters−%Detractors
The result is expressed as a number between -100 and 100. A higher NPS indicates better customer satisfaction and loyalty.
The result is expressed as a number between -100 and 100. A higher NPS indicates better customer satisfaction and loyalty.
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