Net Promoter Score

What it measures

A single-question customer loyalty metric measuring the likelihood a customer would recommend a company to a friend or colleague on a 0–10 scale. The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors (0–6) from promoters (9–10). NPS is the most widely used customer experience metric in industry globally, used by over two-thirds of Fortune 1000 companies.

Representative items

• On a scale of 0–10, how likely is it that you would recommend [company/product/service] to a friend or colleague?
• What is the main reason for your score? (open-ended follow-up)

Citation

Reichheld, F.F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46–54.