Net promoter score (NPS)

Definition

A Net Promoter Score (NPS) is a measure of how likely or unlikely a customer is to recommend your organization. It’s issued as a single question survey asking the customer to rate, on a scale of 0-10, how likely he or she is to recommend your organization to someone they know, based on their end-to-end experience.

Once all NPS surveys have been completed, the NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS scores from zero-to-six are brand detractors and are likely to actively dissuade people they know from doing business with you. Those giving you a seven or eight are considered passive. They won’t dissuade people from doing business with you, but they’re unlikely to actively promote your brand either. Promotors, the customers who rate the brand with a nine or a 10, are those who will be talking about you positively to those they know.

Related terms: NPS survey .