Net Promoter Score

The Key to Maximizing Customer Satisfaction

What is Net Promoter Score?

Net Promoter Score (NPS), is a customer experience metric. It measures the satisfaction & loyalty of customers to a company. This proven metric provides a core measurement scale for customer experience and satisfaction around the globe.

Net Promoter Score

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How is the NPS Calculated?

Customers are asked just one simple question – On a scale of 0 to 10, how likely is it that you would recommend organization X/Product Y/Service Z to a friend or colleague?

Based on the responses they give, customers are divided under the following categories –

• Promoters

Customers who respond with a score of 9 or 10 (typically loyal customers).

• Passives

Customers who respond with a score of 7 or 8. (satisfied but not happy enough)

• Detractors

Customers who respond with a score of 0 to 6 (unhappy customers, unlikely to buy again or recommend your business).


NPS Calculation:

It’s simple to calculate your NPS score – just subtract the percentage of Detractors from the percentage of Promoters i.e (Number of Promoters - Number of Detractors) / (Number of Respondents) x 100.

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Why is Net Promoter Score Important?

Simple & Easy

Its Relevance lies in the fact that it’s simple to run; which makes the participation go incredibly high.

Regular Evaluation

It can be conducted at regular intervals to evaluate the progress made.

Apt for benchmark Analysis

Excellent tool for carrying out Benchmark analysis vis-à-vis industry peers.

Quick Check on Customer Loyalty

NPS is ideal to measure customer loyalty.

“Follow up your NPS with a detailed customer satisfaction survey to gain deeper insights”.