Metrics > Net Promoter Score
Net Promoter Score (NPS)
Definition: Net Promoter Score (NPS) measures how likely customers are to recommend a brand to others.
Formula:
NPS = %Promoters − %Detractors
Why It Matters:
A high NPS means strong customer loyalty and satisfaction.
How to Improve:
- Enhance customer experience and support
- Offer loyalty programs and incentives
- Regularly collect and act on customer feedback
Example Calculation:
If 60% of respondents are promoters and 20% are detractors:
NPS=60−20=40