Net Promoter Score
2 July 2021
The Net Promoter Score is a measure of customer satisfaction and customer loyalty. It is based on a single question: How likely is it that you would recommend [Company X or product Y or service Z] to a friend or colleague?
This question is then scored against a 10 point scale (0=Not at all likely, 10 Extremely likely). Responses between 0-7 are classified as detractors and responses between 9 and 10 as promoters.
Net Promoter Score = % of Promoters – % of Detractors
This indicator is included in the book: Key Performance Indicators – the 75+ measures every manager needs to know, which contains an in-depth description of this KPI, as well as practical advice on data collection, calculations, target setting, and actual usage.
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Bernard Marr is a world-renowned futurist, influencer and thought leader in the fields of business and technology, with a passion for using technology for the good of humanity.
He is a best-selling author of over 20 books, writes a regular column for Forbes and advises and coaches many of the world’s best-known organisations.
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