What is NPS?

One of the most effective ways to measure customer loyalty and satisfaction is NPS, a survey tool which simply asks whether or not someone is likely to recommend your product or service to someone else.

The NPS scale

Types of scores

"Detractors" are those who give a score of six or lower, and as you might be able to guess from the name, they are unlikely to promote your business to other people.

"Passives" are those who give a rating of seven or eight. They are relatively satisfied but may move to a competitor if they receive a better offer.

"Promoters" are those that give a score of nine or 10 – they are likely to promote your business to friends and colleagues.

Calculating your NPS score

Subtract the percentage of detractors from the percentage of promoters. Then, represent that number as a whole number instead of a percentage.

What does good look like?

A score between 50 and 70 is "excellent" and indicates that your organisation is enjoying plenty of positive referrals, while beyond 70 is considered "world-class."