Net Promoter Score: measurable customer satisfaction at a glance

The Net Promoter Score (NPS) is a key figure for measuring customer satisfaction and loyalty. It is based on the question of how likely it is that customers would recommend a company to others - on a scale of 0 to 10. Depending on the answer, respondents are categorised into promoters, passives and detractors. The NPS results from the proportion of promoters minus the proportion of detractors.