Net Promoter Score, NPS, customer loyalty, customer satisfaction, customer experience, customer feedback, improving NPS

Learn about the importance of Net Promoter Score (NPS) in measuring customer loyalty and satisfaction, how it is calculated, and strategies businesses can use to improve their NPS for stronger customer relationships and long-term success.

NPS - Net Promoter Score

The formula for calculating Net Promoter Score (NPS) is as follows:

NPS = % Promoters - % Detractors

Net Promoter Score (NPS) is a customer loyalty metric that measures the willingness of customers to recommend a company's products or services to others. It is widely used by businesses as a key performance indicator to gauge customer satisfaction and loyalty.

How is NPS calculated?

A graph or chart showing the NPS scores of different companies in an industry

NPS is based on a simple question asked to customers: "How likely are you to recommend our company/product/service to a friend or colleague?" Customers are asked to rate their likelihood on a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely." Based on their response, customers are classified into one of three groups:

  • Promoters (score of 9-10): These are customers who are highly satisfied with the company and are likely to recommend it to others.
  • Passives (score of 7-8): These are customers who are satisfied with the company, but are not as enthusiastic as promoters. They may be open to switching to a competitor if they find a better deal or offer.
  • Detractors (score of 0-6): These are customers who are dissatisfied with the company and are likely to discourage others from using it.

The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The final score ranges from -100 to +100, with higher scores indicating higher customer loyalty and satisfaction.

Why is NPS important?

NPS is important because it provides businesses with a simple and effective way to measure customer loyalty and satisfaction. By tracking NPS over time, businesses can identify trends and make improvements to their products, services, and customer experience. In addition, NPS can be used to benchmark a company's performance against its competitors and industry standards.

How can businesses improve their NPS?

Improving NPS requires a customer-centric approach that focuses on delivering exceptional customer experiences and addressing customer needs and concerns. Here are some strategies businesses can use to improve their NPS:

  • Gather feedback: Collect customer feedback through surveys, customer reviews, and social media to understand their needs and preferences.
  • Address customer concerns: Respond promptly to customer complaints and issues, and take steps to resolve them.
  • Personalize customer interactions: Use customer data to personalize interactions and deliver tailored experiences.
  • Provide excellent customer service: Train customer service representatives to provide friendly and helpful service.
  • Foster customer loyalty: Offer rewards programs, special promotions, and other incentives to encourage customer loyalty.


NPS is a powerful metric that can help businesses measure customer loyalty and satisfaction. By understanding NPS and implementing strategies to improve it, businesses can build stronger relationships with their customers and drive long-term success.

Latest posts