Net Promoter Score (NPS)

A Net Promoter Score, often abbreviated as an NPS score, is used by businesses to measure the overall customer experience, acting as an indicator or predictor of long-term loyalty and business growth.

This information is acquired via a single-question survey which aim to assess an individual’s willingness to recommend a company’s products or services to others, a proxy introduced by Fred Reicheld and Bain & Company. Answers are typically ranked within a 1-3, 1-5, or 1-10 framework, with the smallest number correlating to the lowest likelihood of referral, and the largest number marking the highest.


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