NPS
NPS (Net Promoter Score) is a metric that measures customer loyalty and satisfaction by asking customers, "How likely are you to recommend our product or service to a friend or colleague?"
How it works
Based on their ratings (0–10), customers are grouped into promoters, passives, and detractors, and the final score is the percentage of promoters minus the percentage of detractors. This score offers a direct view of customer word of mouth and growth potential, making it a key tool for measuring and improving customer experience.
Examples
- 1.A SaaS company sends an NPS survey after every customer support interaction to gauge service satisfaction and identify areas for improvement.
- 2.An e-commerce platform asks for NPS after a user completes an order, using the results to analyze loyalty and predict repeat purchase rates.
- 3.A mobile app pushes an NPS questionnaire after an app store update to collect user feedback and guide product iteration.