What is the Net Promoter Score? – A Practical Guide
Introduction to Net Promoter Score (NPS) Customer loyalty has become more than just a goal—it's a critical driver of long-term success. Among the many metrics used to track loyalty and satisfaction, the Net Promoter Score (NPS) stands out as one of the most widely adopted and impactful. So, what exactly is NPS ? Simply put, it’s a customer experience indicator that reveals how likely your customers are to recommend your brand, product, or service to someone else. First introduced by Bain & Company in 2003, NPS has evolved into a global standard for understanding customer sentiment and predicting future growth. How Do You Calculate Net Promoter Score? The beauty of NPS lies in its simplicity. It all begins with one powerful question: “On a scale of 0 to 10, how likely are you to recommend [Your Brand/Product] to a friend or colleague?” Based on their responses, customers are divided into three categories: Promoters (score 9-10) – Enthusiastic, loyal customers who are likely ...