Net Promoter Score
How does your company perform?
The Net Promoter Score, or NPS, is a metric that shows companies how loyal their customers are. This score was developed by Fred Reichheld. It is used worldwide, across all industries and by numerous companies.
How does the NPS work?
When customers are surveyed, they are asked how likely they are to recommend the company to others.
The calculation is very simple: customers give their feedback on a scale of -10 to +10 as part of a survey.
Here, the value -10 means “highly unlikely” and the value +10 means “highly probable”.
The respondents are then divided into three groups: Promoters, Passive Satisfiers, and Critics.
The higher above 0, the more customer-focused your company is. A score above 30 is remarkable, 50 is excellent, and above 70 is exceptional. However, perfect values do not exist.
