The Net Promoter Score is a measure of customer satisfaction metric that measures a customer’s likelihood of recommending a company. Customers are prompted to quantify this by ranking their probability on a scale from 0 to 10, with ten as the highest probability to make a recommendation and 0 as the lowest. Individuals who answer with a score of 0 to 6 are called Detractors. Those who respond with a score of 9 or 10 are called Promoters. Customers who select 7 or 8 are called Passives. The NPS is calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters. Passive responses are included in the denominator when calculating percentages. The result of the calculation is expressed as a simple number. Soliciting Net Promoter Scores from customers is considered best practice for Customer Success management.
The Net Promoter Score is a measure of customer satisfaction metric that measures a customer’s likelihood of recommending a company. Customers are prompted to quantify this by ranking their probability on a scale from 0 to 10, with ten as the highest probability to make a recommendation and 0 as the lowest. Individuals who answer with a score of 0 to 6 are called Detractors. Those who respond with a score of 9 or 10 are called Promoters. Customers who select 7 or 8 are called Passives. The NPS is calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters. Passive responses are included in the denominator when calculating percentages. The result of the calculation is expressed as a simple number. Soliciting Net Promoter Scores from customers is considered best practice for Customer Success management.
