NPS, or Net Promoter Score, is one of the most commonly used customer experience metrics and is often held up as the gold standard customer experience metric.
First developed by Bain and Company, NPS is now commonly used to measure and track customer loyalty and perception based on one question: How likely are you to recommend [Organization X/Product Y/Service Z] to a friend or colleague?
NPS scores are measured with a single question survey (0-10) and reported with a number from -100 to +100.
Here's some quick info about NPS surveys (0-10):
- Promoters respond with a score of 9 or 10
- Typically loyal and enthusiastic customers, often willing to recommend or promote your product/service
- Passives respond with a score of 7 or 8
- Satisfied with your service but unlikely to recommend or promote your product/service
- Detractors respond with a score of 0 to 6
- Unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you as well
Calculating your NPS score from survey responses is based off a simple calculation: subtracting the percentage of Detractors from the percentage of Promoters.
When it comes to "What is a good NPS Score?", keep the following in mind:
- A score below 0 is considered poor; (More detractors)
- 0+ is considered “good;" (Neutral loyalty)
- 50+ is considered “excellent;” (More promoters)
- 70+ is considered “world-class”(Overwhelming promoters)