A Net promoter score (NPS) survey is a widely used market research metric that typically takes the form of a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague.
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An NPS survey measures long-term customer satisfaction and loyalty, giving you a strong indicator of growth and product performance.
Depending on the score that is given to the NPS question, three categories of people can be distinguished:
- Promoters - respondents giving a 9 or 10 score.
- Passives - respondents giving a 7 or 8 score.
- Detractors - respondents giving a 0 to 6 score.