Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty. Organizations can also use an NPS to evaluate training and other employee programs. An NPS is calculated using one question, answered on a scale of 0-10: How likely are you to recommend this brand to a friend or co-worker?
- Promoters are very satisfied customers who answer between 9 and 10.
- Passives are moderately satisfied customers who answer between 7 and 8.
- Detractors are unsatisfied customers who answer between 0 and 6.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.