Net Promoter Score: A guide to NPS

The Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction by asking two simple questions: "How likely are you to recommend our brand/product/service to a friend or colleague?" on a 0-10 scale, and "What's the most important reason for your score?" This score can be calculated by subtracting the percentage of detractors (those who gave scores of 0-6) from the percentage of promoters (those who gave scores of 9 or 10). A good NPS score is above zero, with scores above +50 considered excellent and those above +70 considered world-class. While some critics argue that NPS is not an accurate metric, it has become a widely used tool for measuring customer loyalty and satisfaction among hundreds of major companies. To implement an NPS survey, businesses can send the two questions to a small percentage of their customers on a regular basis, such as once a quarter, and use automated tools to follow up with customers who respond. By mastering the art of the NPS follow-up, businesses can improve customer satisfaction, reduce churn, and discover new business opportunities.

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