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Net Promoter Score (NPS)

What Is Net Promoter Score (NPS)?

A Net Promoter Score (NPS) can help you track customer loyalty and satisfaction by telling you how likely your customers are to recommend your product or service to a friend.

Your NPS is based on customers’ survey responses to how likely (from 0 to 10) they are to recommend your product or service to a friend. “Detractors” answered 0 to 6—they’re not satisfied and may leave negative reviews. Someone with a 7 or 8 (“passives”) may be satisfied, but likely won’t refer others to your business. Your promoters, who answer with a 9 or 10, are you big fans who will likely renew and recommend. 

Your NPS is the percentage of promoters minus the percentage of detractors. For example, if 100 people respond and 40 are promoters, 20 are detractors, and 40 are passive, then your NPS is 40% minus 20%, or 20.

The resulting NPS ranges from -100 to 100, with a positive score meaning more people are promoters than detractors. However, if you’re trying to figure out how well you’re doing, be sure to look at average NPSs by industry.

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