16.2.4. What are Net Promoter Scores?

Net Promoter Score (NPS) is a metric used in customer experience programs.

• NPS measures the loyalty of customers to a company.
• The NPS score ranges from -100 to +100
  
• NPS scores are measured with a single question survey and tracked, with a higher NPS score more desirable.
• NPS allows you to monitor improvements in our products, service, and organization.
• NPS separates Clients into one of 3 groups:
  • Detractors
  • Passives
  • Promoters

It’s simple to calculate an NPS score – just subtract the percentage of Detractors from the percentage of Promoters.

For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, the NPS score would be 70-10 = 60.