September 4: Net Promoter Score

Your websites NPS is a good gauge to determine customer and reader satisfaction.

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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