What is Net Promoter Score®?

Net Promoter Score®, or NPS®, measures customer experience and predicts business growth.  It's used for benchmarking your business in both satisfaction and loyalty.  It helps you identify reasons you might have detractors and how to convert more customers into promoters.  

NPS® is calculated by answering a key question, using a scale from 0-10 "How likely are you to recommend {business name} to a friend or colleague?" 

• Promoters (scores 9-10) are loyal enthusiasts who will keep buying and referring others, fueling growth
• Passives (scores 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
• Detractors (scores 0-6) are unhappy customers who can damage your brand and impede your growth through negative word-of-mouth 

The NPS® calculation formula is %Promoters - %Detractors = NPS® (Net Promoter Score®)Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.