A Net Promoter Score (NPS) survey is a widely used market research metric. It typically takes the form of a single survey question. The question asks respondents how likely they are to 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. This gives you a strong indicator of growth and product performance.
Based on the score they give to the NPS question, respondents fall into three categories:
- Promoters: respondents who give a score of 9 or 10.
- Passives: respondents who give a score of 7 or 8.
- Detractors: respondents who give a score of 0 to 6.