Glossary • Net Promoter Score (NPS)
What it means:
The Net Promoter Score (NPS) is a method of measuring customer satisfaction. This system embraces the idea that all customers fall into one of three categories:
• Promoters – Those who are dedicated customers who come back again and again, and enthusiastically recommend your products or services to others.
• Passives – Those who are satisfied with their experience of your company, but lack the Promoter’s enthusiasm or loyalty. Passives would happily switch to a competitor.
• Detractors – Those who are not satisfied with their experience of your company.
The NPS is measured primarily by asking the question: “How likely are you to recommend Quantanite? 0 being not at all, and 10 being definitely.”
Net Promoter Score survey respondents that choose from 0-6 are seen as detractors, responses of 7 or 8 are considered passives, and responses of 9 or 10 are deemed promoters. You can then determine your Net Promoter Score using this calculation:
NPS = Percentage of Promoters – Percentage of Detractors
This system is a good way of finding out what people think of your company overall, and who is likely to recommend you to their connections.