The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers
to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction
with a company’s product or service and the customer’s loyalty to the brand.
NPS consists of two questions that are open ended but designed to increase response rates. As the questions are open ended, the
feedback is not skewed by having too large a question set.
The first question would be:
On a score of 1-10, where 10 is most favourable, how likely are you to recommend [name] to a friend or colleague?
Responses to this question are grouped into three categories:
0 to 6 are classed as Detractors. These customers are unhappy and will most likely say negative things about your brand.