Net Promoter ScORE

To be the world’s best we need to capture feedback in order to measure the satisfaction of our customers. NPS, or Net Promoter Score, is a management tool to determine the loyalty of customers. It is measured through a question such as, “How likely are you to recommend our products/services to a friend or colleague?”. They can then answer on a scale of 0-10. Those who answer 9-10 are considered Promoters because they are most likely to exhibit a value-creating behavior like recommending the product or service to a friend. Those who answer from 0-6 are considered detractors because they are less likely to exhibit value-creating behaviors. Then, those who answer 7 or 8 are considered Passives because their behavior falls between the Detractor and Promoter.