What is Net Promoter Score?
Net Promoter Score is a customer-loyalty metric based on one question: how likely would you be to recommend this business to your family and colleagues?
Responses are commonly grouped into promoters, passives, and detractors. The score is calculated by subtracting the percentage of detractors from the percentage of promoters.
Not just a number
The useful work begins after the score. An open-ended follow-up helps a business understand the reason behind the rating and respond to a concern while it can still be addressed.
That creates a closed loop between the business and its customers: ask, listen, respond, and improve.