Pulseri What is NPS? Net Promoter Score explained
Net Promoter Score (NPS) shows how likely customers are to recommend you, as a number from -100 to 100.
NPS stands for Net Promoter Score. It comes from one question: "How likely are you to recommend us to a friend or colleague?" People answer from 0 to 10.
How the score works
A promoter answers 9 or 10. A passive answers 7 or 8. A detractor answers 0 to 6.
Your score is the share of promoters minus the share of detractors, a whole number from -100 to 100. Passives count in the total but add to neither side.
A worked example
Of 200 customers, 120 give a 9 or 10, 50 give a 7 or 8, and 30 give 0 to 6. That is 60 percent promoters and 15 percent detractors, so your NPS is 45.
When to use it
NPS measures the whole relationship. Send it on a schedule, such as every quarter. For one moment, use CSAT. Add "What is the main reason for your score?" to get the story behind the number.
Pulseri waits at least 90 days before it asks the same person again, through the relationship cooldown.
Keep reading
Related terms
Promoter
A person who gives 9 or 10 on NPS and is likely to recommend you.
Passive
A person who answers 7 or 8 on the NPS question and is easy to lose.
Detractor
A person who answers 0 to 6 on the NPS question and may be unhappy.
CSAT
The share of customers who said they were satisfied with one moment.
eNPS
How likely your team is to recommend your company as a place to work.
Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
Free for 14 days. Cancel any time before it ends.