Net Promoter Score
What is NPS?
NPS, or Net Promoter Score, is a widely used metric that measures client loyalty and advocacy by gauging how likely customers are to recommend a business, product, or service. It’s a simple but powerful tool for understanding overall customer satisfaction and predicting future growth.
At Online Distribution, we ask our clients every 6 months (May & November), “How likely would you be to recommend Online Distribution to a friend or colleague?”
The NPS score is calculated based on this single question survey, with respondents replying on a scale of 0 to 10.
Calculating the Net Promoter Score
Clients are categorised as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100, with higher scores indicating greater customer loyalty and advocacy.
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