Measures customer loyalty by asking customers how likely they are to recommend the service to others.

What it Measures ?

How likely customers are to recommend us.

Relevant StakeHolders 

Marketing, CX Team

In-depth Use Case / Real-world Example

NPS is determined by asking customers to rate their likelihood of recommending a service on a scale of 0-10. Promoters (score 9-10) are loyal, detractors (score 0-6) are dissatisfied, and passives (score 7-8) are neutral. For example, if 50% of customers give a score of 9-10, NPS would be 50%. In manufacturing, where services often include after-sales support or maintenance, a high NPS indicates customer satisfaction with the quality and reliability of services provided.