What is a net promoter score?
Posted: Sat May 24, 2025 10:25 am
First, let’s start with the basics. The net promoter score is a customer experience metric that captures how likely a customer is to recommend your products, services, or brand. It was created by fred reichheld in 2003, and has since been widely adopted.
To find nps, businesses ask customers this question: “on a scale from 0 to 10, how likely would you be to recommend our company to a friend or colleague?” typically, companies follow up with an open-ended question to learn why a customer chose their score.
People will be categorized as promoters, passives, or detractors, depending on the score they give. Let’s break those down:
promoters (9 to 10): loyal enthusiasts who will likely recommend your business to others and help attract new customers.
Passives (7 to 8): these customers are satisfied but not devoted to your brand. They may switch to a competitor if presented with a better offer.
Detractors (0 to 6): these represent unhappy customers who afghanistan phone number list may negatively affect your business reputation and growth through bad word of mouth or public reviews.
Salesforce mascot einstein showcasing the title slide of the state of service report.
Dig into our latest customer service research.
High-performing service organizations are using data and ai to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the state of service report.
To find nps, businesses ask customers this question: “on a scale from 0 to 10, how likely would you be to recommend our company to a friend or colleague?” typically, companies follow up with an open-ended question to learn why a customer chose their score.
People will be categorized as promoters, passives, or detractors, depending on the score they give. Let’s break those down:
promoters (9 to 10): loyal enthusiasts who will likely recommend your business to others and help attract new customers.
Passives (7 to 8): these customers are satisfied but not devoted to your brand. They may switch to a competitor if presented with a better offer.
Detractors (0 to 6): these represent unhappy customers who afghanistan phone number list may negatively affect your business reputation and growth through bad word of mouth or public reviews.
Salesforce mascot einstein showcasing the title slide of the state of service report.
Dig into our latest customer service research.
High-performing service organizations are using data and ai to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the state of service report.