Net Promoter Score (NPS)

• Metric
• Customer Relationship
• Analytics

A metric that measures customer loyalty and satisfaction based on how likely customers are to recommend a company’s product or service to others.

Problem it addresses

Businesses need to gauge customer satisfaction and loyalty levels to understand their standing in the market and identify areas for improvement. Without a clear metric like NPS, assessing customer sentiment towards the brand can be ambiguous.

How it helps

NPS categorizes customers into promoters, passives, and detractors, providing a clear measure of customer loyalty and satisfaction. This metric helps businesses identify areas for improvement, foster customer loyalty, and turn satisfied customers into brand advocates. High NPS scores are often correlated with strong growth, as word-of-mouth recommendations drive new customer acquisition.