The Net Promoter Score (NPS), is an important indicator of customer satisfaction and customer loyalty. Respondents are asked to indicate the likeliness they’d recommend a provider to family or friends. They do so by grading the organization on a scale of 0 to 10. The percentage of detractors (critics) is subtracted from the number of promoters.
This is how the NPS is calculated:
The final NPS is a score between -100 and 100. The NPS is closely linked to name recognition and is influenced by the industry a provider operates in. A higher NPS means satisfied customers, who are likely to spread the word.
- Net Promoter Score: the average Net Promoter Score of each website.
- Net Promoter Score by Promoter Group: what is the percentage of promoters, passives, and detractors in the average NPS?