Net Promoter Score Measures Customer Satisfaction and Loyalty

Net Promoter Score* (NPS) is a customer survey scoring system that measures customer satisfaction and loyalty.

This system measures responses from a single question, "How likely are you to recommend us to your friends and family?" NPS considers the percentage of how often customers enter the highest score (promoters) and then removes the percentage of the lowest scores (detractors).

The rationale of NPS scoring is that only truly loyal customers will recommend businesses to their family and friends. This methodology is easily combined with other scoring systems and does have an application within the important field of Customer Service Management.

There are many books and articles related to the subject of NPS Customer Survey Scoring System.

Often Net Promoter Score (NPS) scoring is used in conjunction with other important Customer Survey Scoring systems such as Loyalty Index, Top Box or many other scoring systems.