Net Promoter Score as a system and method
The Net Promoter Score is a quick and easy tool that can be used to measure your customers’ satisfaction and loyalty. It works by asking customers a simple question:
“On a scale of 0-10, how likely is it that you would recommend our product/service to a friend, family or colleague?”
Based on their answers, customers are categorized into one of three groups:
Promoters – Satisfied and loyal customers who will most often recommend your company
Passives – Satisfied but often disloyal customers who are easily tempted by a good offer from others
Detractors – Disaffected and disloyal who will recommend your company to their network
It's easy to calculate your Net Promoter Score
Your score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. You can read more about the NPS method here.
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