NPS or Net Promoter Score is a metric that shows how likely customers recommend a company’s products or services to others. The information is collected through a survey, which asks common questions such as, “On a scale of 0 to 1, how likely are you to recommend our products to your friends or colleague?”
Based on the answers, customers are classified into three categories:
Detractors: Gave the lowest score of 0 to 6, meaning they are not satisfied and can potentially damage the company’s name through their negative reviews.
Passives: Gave a score of 7 to 8, indicating that they are somewhat satisfied, but still likely switch to competitors when the opportunity arises.
Promoters: Gave a higher score of 9 to 10, meaning they are satisfied and likely to recommend others.
