Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that gauges customer loyalty and satisfaction by categorizing customers into three groups: promoters, passives, and detractors. Promoters are customers likely to recommend a product, while detractors express dissatisfaction. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. A high NPS indicates strong customer advocacy and often correlates with business growth. Conversely, a significant number of detractors can signal issues in the customer experience, prompting businesses to address and improve areas of concern. Beyond its quantitative value, NPS offers qualitative insights into product features' popularity, influencing teams to innovate and enhance user experience, ensuring sustained customer satisfaction and loyalty.
Add Comment