NPS Score is a simple measurement of customer satisfaction and loyalty. It all starts with this question:
How likely are you to recommend [Company Name] to your friends, family or colleagues?
The answer is on a scale of 0 -10 and each answer is then divided into 3 groups: Detractors, Passives, and Promoters.
A negative score results when the percentage of detractors is greater than the percentage of promoters. For example, if you survey 100 people and the results are: 65% = Detractors; 5% = Passives; 30% = Promoters. Then the NPS Score would be -35 (30 - 65 = -35).
We pull the numbers from https://npsbenchmarks.com/. Our NPS Score is based on hundreds of customer surveys conducted since January 1, 2016.
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