September 4: Net Promoter Score
Your websites NPS is a good gauge to determine customer and reader satisfaction.
![](https://substackcdn.com/image/fetch/w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2Fa36ea51e-00b9-49f5-8f95-a89db78deddc_900x1166.jpeg)
Source: Survey Monkey
Published: April 2019
Net Promoter Score
The Net Promoter Score (NPS) has long been a valuable and straightforward gauge for assessing a company’s relationship with its customers. Customers are asked “On a scale of 0 to 10, how likely is it that you would recommend our product/service to a friend or colleague?”
“Promoters” are those customers who answer 9 or 10.
“Passively Satisfied” answer 7 or 8.
“Detractors” answer 0 to 6.
A NPS is calculated by the percentage of promoters minus the percentage of detractors. Scores range from -100 to +100. For example, a 35%promoter response less a 28% detractor response yields an NPS of +7 (35–28 = 7). NPS numbers provide the most significant benefit when measured over time, allowing you to recognize trends and address problems.
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