A Net Promoter Score can tell you how loyal your customers are and how likely they are to recommend you and buy from you again. It measures customer loyalty based on one simple survey question: "How likely are you to recommend [Product /Service] to a friend?"
Respondents give a rating between 0 (not likely) and 10 (extremely likely). Depending on their response, customers fall into one of 3 categories to establish an NPS score:
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.
The NPS score can range from -100 to +100, a higher score is desirable.
NPS is the most common customer experience measurement – it’s easy to understand, quick to complete and gives a big-picture customer loyalty gauge.