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Net Promoter Score (NPS)

"Just as net worth represents the difference between financial assets and liabilities, Net Promoter quantifies the difference between customer assets and liabilities. With one question, we can sort customers into three categories:

- Promoters who are loyal and enthusiastic;
- Passives who are satisfied but unenthusiastic;
- Detractors who are unhappy but trapped in a bad relationship.

"Quite simply, you calculate the NPS score by applying the formula P - D = NPS, where P and D are the percentage of promoters and detractors.”

The Net Promoter question: “How likely would you be to recommend our company to a friend?”

Source: NetPromoter.com

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