Net Promoter Score is an alternative to customer satisfaction research. Basically it’s a customer loyalty metric correlated with revenue growth. Net Promoter Score is used to determine the likelihood that the customer will buy again, based on their affinity with the company and resistance to defecting to a competitor.
How likely is it that you'll recommend this product to a friend or colleague?
Net Promoter score is done based on a single question around the likelihood of recommending your company/product/service to a friend or colleague using a scale from 0 to 10 which will help to split answers between Detractors, Passives and Promoters.
- Score of 7 - 10: Promoters
Considered likely to exhibit value-creating behaviours, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.
- Score of 5 - 6: Passives
Their behaviour falls in the middle of Promoters and Detractors.
- Score of 0 - 4: Detractors
Believed to be less likely to exhibit value-creating behaviours.
Additional questions can be included to assist with understanding the perception of various products, services, and lines of business. These additional questions help a company rate the relative importance of these other parts of the business in the overall score. This is especially helpful in targeting resources to address issues that most impact the Net Promoter Score.