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Net Promoter Score (NPS)

27 May, 2024 1 min read

What is Net Promoter Score (NPS)?

The Net Promoter Score (NPS) assesses customer loyalty and the probability of recommending a product or service to others.

It's based on a single question:

"How likely are you to recommend our company/product/service to a friend or colleague, on a scale from 0 to 10?"

How To Calculate Net Promoter Score (NPS)?

NPS = (% Promoters - % Detractors)
  • Promoters: Scores of 9-10 (Loyal customers, extremely likely to recommend)
  • Passives: Scores of 7-8 (Neutral customers, somewhat likely to recommend)
  • Detractors: Scores of 0-6 (Unhappy customers, unlikely to recommend)
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An Example of Net Promoter Score (NPS)

Out of 100 responses, 60 are Promoters, 20 are Passives, and 20 are Detractors.

NPS = (60% - 20%) = 40


  • NPS above 70 is considered excellent, 50-70 is good, 30-50 is average, and below 30 is poor.
  • NPS helps track customer loyalty over time and identify areas for improvement.

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