{"id":14119,"date":"2025-04-22T14:13:47","date_gmt":"2025-04-22T12:13:47","guid":{"rendered":"https:\/\/www.innowerft.com\/?p=14119"},"modified":"2026-08-08T20:17:11","modified_gmt":"2026-08-08T18:17:11","slug":"net-promoter-score-measurable-customer-satisfaction-at-a-glance","status":"publish","type":"post","link":"https:\/\/www.innowerft.com\/en\/net-promoter-score-messbare-kundenzufriedenheit-auf-einen-blick\/","title":{"rendered":"What is the Net Promoter Score (NPS)?"},"content":{"rendered":"<p style=\"font-weight: 400;\">The Net Promoter Score (NPS) is a metric used to measure customer satisfaction and loyalty. It indicates how likely customers are to recommend a company, a product or a service to others.<\/p>\n<p style=\"font-weight: 400;\">The NPS is based on a simple survey question:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>\u201eHow likely are you to recommend our company \/ product to others?\u201c<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Answers are given on a scale of 0 to 10.<\/p>\n<p style=\"font-weight: 400;\">Based on their answers, customers are divided into three groups:<\/p>\n<ul style=\"font-weight: 400;\">\n<li><strong>Supervisors (9\u201310):<\/strong> highly satisfied, loyal customers who actively recommend us to others<\/li>\n<li><strong>Passive (7\u20138):<\/strong> Satisfied customers, but not particularly keen to recommend the business to others<\/li>\n<li><strong>Detractors (0\u20136):<\/strong> dissatisfied customers who may speak negatively about the company<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The NPS is calculated using the following formula:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>NPS = Percentage of promoters \u2212 Percentage of detractors<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The result can be between -100 and +100.<\/p>\n<p style=\"font-weight: 400;\">The significance of the NPS lies in the fact that it is a simple yet meaningful indicator of customer experience and brand perception.<\/p>\n<p style=\"font-weight: 400;\">Typical interpretations:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>High NPS \u2192 strong customer loyalty and positive growth potential through word-of-mouth recommendations<\/li>\n<li>Low NPS \u2192 potential issues with the product, service or customer experience<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Advantages of the NPS:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>very straightforward measurement and interpretation<\/li>\n<li>good comparability over time and between companies<\/li>\n<li>early warning of customer issues<\/li>\n<li>a direct link to growth through word-of-mouth referrals<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The NPS is particularly valuable for start-ups, as it provides rapid feedback from the market and helps to prioritise improvements to products and services.<\/p>\n<p style=\"font-weight: 400;\">At the same time, the NPS should not be viewed in isolation, but rather in conjunction with other key performance indicators such as:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>Churn rate<\/li>\n<li>Customer Lifetime Value (LTV)<\/li>\n<li>Conversion rates<\/li>\n<li>User engagement<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">A high NPS is often a strong indicator of product-market fit and sustainable growth potential.<\/p>\n<p style=\"font-weight: 400;\">innoWerft helps start-up founders to systematically collect customer feedback, make effective use of the NPS, and use this to inform specific product and growth decisions.<\/p>","protected":false},"excerpt":{"rendered":"<p>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.<\/p>","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[47],"tags":[],"class_list":["post-14119","post","type-post","status-publish","format-standard","hentry","category-glossareintrag"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Was ist der Net Promoter Score (NPS)? - innoWerft<\/title>\n<meta name=\"description\" content=\"Der Net Promoter Score misst, wie wahrscheinlich eine Weiterempfehlung durch Kund:innen ist \u2013 einfach und aussagekr\u00e4ftig.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.innowerft.com\/en\/net-promoter-score-measurable-customer-satisfaction-at-a-glance\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Was ist der Net Promoter Score (NPS)? 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