NPS® (Net Promoter Score®) is a standardized measurement system that is used to measure customer loyalty and customer satisfaction. NPS® can be measured by asking customers:

    How likely are you to recommend us to your friends and colleagues?

NPS® helps organizations to predict the company's business growth, especially when NPS® score is compared to NPS® industry benchmark and to competitors' NPS® scores within the same industry. NPS® describes the company history but also the current customer experience in the company. NPS® score is useful when estimating wider trends in customer loyalty and the customers' willingness to recommend your company to their friends or colleagues.

In NPS® tool, there is typically used a scale 0-10 wherein the customers who answer 0 are not likely to recommend and the customers who answer 10 are highly likely to recommend.

So the responses can be divided:

How NPS® is calculated?

The percentage of customers who are highly likely to recommend you (promoters), subtract those who are not willing to recommend your service or a product, for example. Additionally, they (detractors) aren't most likely to give you good word of mouth either.

% Promoters – % Detractors = NPS®. 

But what is a good NPS® then?

NPS® score can vary between -100 to 100. NPS® score between 

0-50 is good,

50-70 is excellent, and 

70-100 is world class.

More information about NPS® you can find in our blog here.

In addition to NPS®, a company can utilize other customer experience KPI's, such as CSAT and CES. If you like, you can read more about CSAT here, and CES here.

​Wan't to learn more? Read about KPI’s in our blog.