CX Glossary

Net Promoter Score (NPS)

This customer experience metric helps companies evaluate the level of loyalty their consumers have with them. Usually, this measures the probability of a customer recommending a company, product, or service to others through a survey.To calculate the result, the survey responses are measured from 1-10, the customers’ answers will then be categorized by detractors (0-6), passives (7-8), and promoters (9-10). After organizing the categories, the percentage of promoters is subtracted from detractors.