Net Promoter Score Defined

Net Promoter Score, defined.

Patrick Hogan

Patrick is a Co-Founder & Chief Executive Officer of Tenfold.

Net Promoter Score

When measuring customer satisfaction with a service, Boston-based consulting firm Bain and Company identified three major groups of people based on the scores they give to one particular question: are they, the customers, going to recommend the particular service they are using to friends and family?

Using a normal scale of 0 to 10 as the answer, a customer can fall into one of the following three designations:

Net Promoter Score

Net Promoter Score is a metric that gives an external scoring of the quality of your internal processes. It measures your performance in the eyes of the customer. Like all other quality measures, NPS is only useful when kept in context.

For example, if you survey every shopper that did not purchase from you or every customer with a bad experience, you will have a negative NPS. Conversely, if you survey only successful shopper interfaces, you will get a positive score.