The NPS method
NPS stands for Net Promoter Score and is one of the most common customer experience metrics. When conducting an NPS survey only one question is asked: How likely is it that you would recommend the company to a friend or a colleague?
The respondent answer with a rating – a number between 0 and 10. 0 is not likely at all, and 10 is extremely likely. If responding 0-6 you’re a considered a Detractor, not satisfied with the service. If your answer is 7-8 then you’re in the category Passive and satisfied, and if your answer is between 9-10 then you’re classified as a Promoter and a loyal customer.
The results of the survey are summoned up to number between -100 and +100, where a high score is desirable. The total score of the NPS survey, the percentage of detractors is subtracted from the percentage of promoters.