Net Promoter Score
Fast track (Summarised definition)
Customer loyalty metric measuring likelihood of recommending business to others, ranging from -100 to +100, essential for assessing customer satisfaction and predicting business growth through customer advocacy measurement.
Full lap (Full definition)
Net Promoter Score (NPS®) represents a customer loyalty metric that measures the likelihood of customers recommending a business to others, ranging from -100 to +100, serving as essential indicator for assessing customer satisfaction and predicting business growth through customer advocacy measurement.
The importance of NPS extends beyond satisfaction measurement to encompass business growth prediction, customer relationship assessment, and strategic planning. NPS tracking enables businesses to understand customer loyalty whilst identifying improvement opportunities and measuring the impact of customer experience initiatives.
NPS calculation involves customer survey responses categorising respondents as promoters (9-10), passives (7-8), and detractors (0-6), with the score calculated by subtracting detractor percentage from promoter percentage to provide clear loyalty measurement.
NPS applications encompass customer experience management, business performance measurement, strategic planning, and improvement identification that require customer loyalty assessment whilst supporting business development and customer relationship enhancement across diverse industries and business models.
NPS benefits include business growth prediction, customer relationship insights, improvement guidance, and competitive benchmarking that enable strategic customer management whilst providing clear metrics for customer experience evaluation and business development.
NPS implementation involves survey design, data collection, analysis procedures, and action planning that ensure effective customer loyalty measurement whilst maintaining response quality and supporting continuous improvement across customer experience and business operations.
For businesses seeking customer loyalty measurement and experience improvement, NPS provides essential metric for customer relationship assessment and business growth prediction. Strategic NPS utilisation enables improved customer experience, enhanced loyalty tracking, and competitive advantage through systematic customer advocacy measurement that supports business objectives whilst identifying improvement opportunities and measuring customer relationship quality.