Glossary of Terms

Net Promoter Score (NPS)

Definition of
Net Promoter Score (NPS)

Net Promoter Score (NPS) is a way to gauge how likely your customers would endorse the products or services you offer. Many organizations use this to classify their customers into three groups: promoters, neutrals, and detractors. This way, they can easily assess brand loyalty and identify their strengths, challenges, and room for growth. NPS percentage is calculated by deducting the % of detractors from % of promoters of your business. Let's say 8 out of 10 customers are promoters, then your NPS is at 60%.

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