What is NPS?

NPS®️, i.e. Net Promoter Score, is a recommendation index indicating how likely customers are to recommend a company, product or service to their friends or colleagues. NPS is seen as the simplest effective customer satisfaction indicator that studies have shown to have strong correlation with the organic growth of a company.

The index is based on a comparative study on how likely it is for various questions related to customer satisfaction to help anticipate customer loyalty, likelihood of new purchases, and probability of recommending the product to others or switching to a competitor. Among the question options, the question regarding recommendations has been found to most accurately predict future customer behaviour.

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