Net Promoter Score (NPS)

Net Promoter Score, or NPS, is the industry standard metric used to gauge customer satisfaction by asking the survey question, “How likely are you to recommend X to a friend, family member, or colleague?” Responses from 0 to 10 are divided into the following categories:

• Promoters – Respondents submitting a 9 or 10
• Neutrals or Passives – Respondents submitting a 7 or 8
• Detractors – Respondents submitting responses 0 through 6

  NPS = % promoters minus % detractors

Note: Scores of 7 or 8 are Passives and are not considered in calculating NPS.

In essence, the NPS takes the percentage of people who are the strongest, most loyal promoters of your brand and subtracts (or penalizes) you for those that say they will not likely recommend you.

The highest NPS is a 100%, meaning all your guests said they would recommend you. The lowest is -100%, meaning all your guests said they would not, probably would not, or might not recommend you.

For information on using the NPS Dashboard in the Marketing Cloud Insight Portal, click here.