Net Promoter Score (NPS)
A metric used to measure customer loyalty and satisfaction.
What is NPS?
Net Promoter Score (NPS) is a widely used market research metric that is based on a single survey question: "How likely is it that you would recommend our company/product/service to a friend or colleague?"
Calculation
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely).
- Promoters (9-10): Loyal enthusiasts.
- Passives (7-8): Satisfied but unenthusiastic customers.
- Detractors (0-6): Unhappy customers who can damage your brand.
NPS = % Promoters - % Detractors.
NPS vs. Reviews
NPS is an internal metric for gauging loyalty, while reviews are external social proof for attracting new customers. Both are essential but serve different purposes in the customer feedback loop.