NPS is short for net promoter score.
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.
NPS helps identify who among your customers are promoters, passives, and detractors.
It is not expressed as a percentage but as an absolute number.
A Net Promoter Score that is below 0 would be an indication that your business has a lot of issues to address.
Formula to calculate NPS.
Example:
Suppose a business has 30% promoters and 34% detractors. Calculate the NPS.
Therefore, the NPS is -4.
