Marketing and Communications

Gartner Glossary

Net Promoter Score

Net Promoter Score (NPS) is a KPI used to assess overall customer satisfaction and how likely customers are to recommend a company to a peer or colleague. The score is derived from the response to a single question: “How likely is it that you would recommend our offering (product, service or company) to a friend or colleague?” This is scored on a scale of 0 (not at all likely) to 10 (extremely likely). The metric is typically calculated as the percent of promoters (those scoring 9 or 10) minus the percent of detractors (those scoring 0 through 6). Net Promoter Score and NPS are registered trademarks of Bain & Co., Fred Reichheld and Satmetrix Systems.

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