Net Promoter Score

Are your customers recommending you?

Net promoter score (NPS®) quantifies and addresses customer perceptions of the overall brand experience. It can be part of an existing customer satisfaction survey or can be conducted separately and is a tool to measure loyalty for a product, service, brand or company.

NPS® is a fundamental factor in measuring the success and potential of a business, showing customers’ willingness to recommend a business to others, which is correlated with business growth.

We will contact your customers to measure their willingness to recommend your business to friends and family. They will answer on a scale of 0 to 10, where 0 is not at all likely and 10 is extremely likely.

Scores are defined as follows: We can have a graph similar to this here.

  • Those scoring 9 or a 10 are referred to as "promoters"
  • Those who score 7 or 8 are referred to as "neutrals"
  • Those scoring 6 or less are referred to as "detractors"

NPS® creator Fred Reichheld's ideology says that creating a surplus of promoters over detractors will create customer loyalty and drive business growth.

Organisations need to see detractors as invaluable teachers and focus on improvement by closing the gaps in customer service in order to create loyalty.

Net Promoter® and NPS® are registered trademarks and Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.