What is a Net Promoter Score

The Net Promoter Score, or in short NPS®, is a simple metric which indicates to what extent companies and employees have a positive attitude towards their customers. It has recently become more popular thanks to its simplicity and direct link to predicting profitable growth. Employees at all levels of the organisation understand it and it opens the door to make customer-oriented changes and to improve the performance.
The Net Promoter Score is based on the basic thought that customers of all businesses can be divided in three categories: Promoters, Passives and Detractors (opponents). By asking one simple question – How probably is it that you would recommend [company X] to a friend or colleague? – these groups can be defined and give you a clear indication of the performance of your company based on the customer’s perspective. Customers react to a 0 to 10 value scale.

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