What is NPS?
The Net Promoter Score (NPS) is a loyalty and growth metric that aims to quantify the likelihood of someone recommending a company, product, or service, to a friend or colleague. The metric was introduced by Fred Reichheld (with development from Bain & Company and Satmetrix) in the Harvard Business Review article “The One Number You Need to Grow”.
NPS is collected by surveying your customers with a simple question that is answered on an 11-point scale:
On a scale of 0 (not likely) to 10 (very likely), how likely are you to recommend “XYZ” to a friend or colleague?
Based on the 11-point rating that a customer responds with, they are segmented into three categories:
• Promoters: those who respond with 9 or 10.
• Passives: those who respond with 7 or 8.
• Detractors those who respond between 0 and 6.
