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These are the acronyms for Net Promoter Score and is an indicator that is obtained from the recommendations and makes it possible to measure the loyalty and satisfaction of customers towards a company. In other words, it measures the likelihood that a company's customers will recommend it.
By asking a customer how likely they are to recommend our product to a friend, you can gauge their satisfaction, as well as keep the lines of dialogue open for further improvement. According to the report by Nielsen “Global Trust in Advertising”, 83% of respondents said they trust recommendations from friends and family more than any other media.
To calculate the NPS, when asked to recommend a product or company, customers are asked to rate them on a scale of 0 to 10, where 0 is "Very unlikely" and 10 is "Strongly recommended". Based on the results, we classify clients as:
- Promoters (9 or 10 points)
- Passive or indifferent (7 or 8 points)
- Detractors (less than 6)
To determine the result, the detractors are subtracted from the promoters, divided by the total responses obtained and multiplied by one hundred, thus obtaining the level of customer loyalty.
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