What’s the deal with NPS?
Net Promoter Score (NPS) is an index to measure customer loyalty toward your brand, company, or service. Customers are asked to provide feedback about how likely they are to recommend your services in the future, using a 0 to 10 scale. The consistent scale gives you a clear benchmark for comparison over time or against other organizations as you work to improve customer experience.
Identifying your overall score, as well as the percentage of your customers who are Detractors, Passives, and Promoters, allows you a quick check of your brand’s overall health. The addition of follow-up questions can help you drill down, but the big picture itself can be powerful as a temperature check. After all, who knows how you’re doing better than your customers?