On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time. The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.Ĭonsider an example: If sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience. Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent. Net Promoter Score is a number from -100 from 100. The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly. NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues. The Net Promoter Score of is a number from -100 to 100 calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters. Responses of 7 and 8 are labeled passives, and their behavior falls in the middle of promoters and detractors. 's Net Promoter Score is based on responses to a single question, typically on a scale from 0 to 10: 'How likely are you to recommend to a friend or colleague?Į's promoters are those who respond with a score of 9 to 10, and they are likely to create most value, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.ĭetractors, responding with a score of 0 to 6 are believed to be less likely to exhibit the value-creating behaviors.

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