Net Promoter Score
E452210
Net Promoter Score is a customer loyalty metric that gauges how likely customers are to recommend a product or service to others, typically using a 0–10 rating scale.
Statements (49)
| Predicate | Object |
|---|---|
| instanceOf |
customer experience metric
ⓘ
customer loyalty metric ⓘ |
| abbreviation | NPS ⓘ |
| associatedWith |
Bain & Company
NERFINISHED
ⓘ
Satmetrix NERFINISHED ⓘ |
| basedOnQuestion | How likely is it that you would recommend our company to a friend or colleague? ⓘ |
| calculatedAs | percentage of Promoters minus percentage of Detractors ⓘ |
| classifiesRespondentsAs |
Detractors
ⓘ
Passives ⓘ Promoters ⓘ |
| criticizedFor |
lack of diagnostic detail
ⓘ
oversimplification of customer loyalty ⓘ questionable predictive validity in some contexts ⓘ |
| dataCollectionChannel |
SMS surveys
ⓘ
email surveys ⓘ in-app surveys ⓘ web surveys ⓘ |
| detractorScoreRange | 0–6 ⓘ |
| hasVariant |
Relational NPS
ⓘ
Transactional NPS ⓘ |
| influences |
customer retention strategies
ⓘ
service quality improvements ⓘ |
| introducedBy | Fred Reichheld NERFINISHED ⓘ |
| introducedInPublication | Harvard Business Review NERFINISHED ⓘ |
| introducedInYear | 2003 ⓘ |
| measures |
customer loyalty
ⓘ
customer satisfaction at a relational level ⓘ likelihood to recommend ⓘ |
| oftenComplementedBy |
Customer Effort Score
NERFINISHED
ⓘ
Customer Satisfaction Score ⓘ |
| passiveScoreRange | 7–8 ⓘ |
| promoterScoreRange | 9–10 ⓘ |
| relationalNPSMeasures | overall relationship with a company ⓘ |
| requires | customer survey data ⓘ |
| requiresFollowUp | qualitative feedback for improvement actions ⓘ |
| resultRange | -100 to +100 ⓘ |
| supports | closed-loop customer feedback processes ⓘ |
| surveyType | single-question survey ⓘ |
| transactionalNPSMeasures | experience with a specific interaction or transaction ⓘ |
| usedBy |
businesses
ⓘ
nonprofit organizations ⓘ service providers ⓘ |
| usedFor |
benchmarking customer loyalty over time
ⓘ
comparing customer loyalty across segments ⓘ predicting revenue growth trends ⓘ |
| usedIn |
customer experience management
ⓘ
marketing analytics ⓘ product management ⓘ |
| usesRatingScale | 0–10 ⓘ |
Referenced by (1)
Full triples — surface form annotated when it differs from this entity's canonical label.