Net promoter score (NPS®) is a metric that uses customers’ likelihood to recommend a product, service or organisation as a score for your customer experience. Find out how to measure NPS with our useful guide Measuring NPS is simply a case of asking the following question:

‘How likely is it that you would recommend [Organisation X/Product Y/Service Z] to a friend or colleague?’

It uses a scale of 0 (not at all likely) to 10 (extremely likely) and based on their responses, customers fall into one of 3 categories:

The NPS score is then calculated by ignoring the passive responses and subtracting the % of detractors from the % of promoters.

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