Using NPS to Benchmark Your Customer Loyalty

One of the questions clients focused on customer satisfaction and loyalty often ask me is “how do my NPS scores compare to others?” NPS*, or Net Promoter Score, is a metric for measuring customer loyalty based on the question, “Please rate your willingness to recommend us to a friend or colleague.”  The Three Segments of Net Promoter Score (NPS) are Promoters, Passively Satisfied, and Detractors, and they are typically determined using a 0-10 or 1-10 scale. The NPS score is determined by subtracting the percentage of responses that rated a 0 through 6 (Detractors) from the percentage of responses that rated a 9 or 10 (Promoters). Note that the Passively Satisfied individuals, those that rated a 7 or 8, are not included in the calculation.