Net Promoter Score

The net promoter score (NPS) is an analytic method that is used to determine the loyalty of your customer relationships. Although it is not exclusive to customer support, using it can act as a good strategy to understand which customers are likely to remain more loyal than others. Typically, it is a survey that consists of a scale from 1-10, on which end users are asked how likely they are to recommend a product. Customer classifications based on NPS are done by the following method:

• From 0 to 6 - These customers are less likely to recommend your products based on their responses to the survey, and are classified as detractors.

• 7 and 8 - These customers, although loyal, are more likely to be influenced by competitors than the people who rank higher on the NPS scale.

• 9 and 10 - These are your most loyal users who will continue to stay associated with your product well into the future, and who will also influence other prospects positively.

Resources

• All you need to know about the net promoter score
• Quantifying customer experience