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Net Promoter® Score (NPS)


Net Promoter is a client loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix. It is used to measure the loyalty that exists between a provider and a consumer and is based on one direct question: How likely is it that you would recommend our company/product/service to a friend or colleague? This question is asked in the form of a survey and scoring is based on a 0 to 10 scale.

Net Promoter


Your NPS = % Promoters - % Detractors

Promoters are those who respond with a score of 9 or 10 (green) and are considered your loyal enthusiasts. Detractors are those who respond with a score of 0 to 6 (red) and are considered your unhappy clients. Scores of 7 and 8 (yellow) are passives and won't directly affect the formula. These clients only count towards the total number of respondents.

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