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Monitoring the Net Promoter Score
Monitoring the Net Promoter Score

How the Net Promoter Score works

Felipe avatar
Written by Felipe
Updated over a week ago

Net Promoter Score (NPS) is an essential tool for measuring customer satisfaction and loyalty. It's a widely accepted metric that helps businesses measure user sentiment and optimize customer experience.

NPS is calculated by subtracting the percentage of customers who are detractors (score 0-6) from those who are promoters (score 9-10). Customers that score 7-8 are considered neutral. This calculation can range from a low score of -100 to a high score of 100.
% of Promoters - % of Detractors = NPS Score

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