What is the Net Promoter Score (NPS) and How Do You Calculate It?
Net Promoter Score (NPS) is a valuable metric used to measure customer loyalty and satisfaction. It provides insights into how likely customers are to recommend your company or product to others. Here’s how you can use NPS effectively:
Ask the Right Question: The core question to ask your customers is: "Based on your experience with [Company/Product], how likely are you to recommend this company to a friend?" This question is scored on a scale from 0 to 10.
Categorize Respondents:
Promoters (9-10): These are loyal enthusiasts who will keep buying and refer others, fueling growth.
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