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Net Promoter Score (NPS) 

Net Promoter Score (NPS) is a metric enabling to measure how likely customers are to recommend a product/service to their relatives.

It is calculated from the following question:

Would you recommend this company to a friend/colleague/relative? 

It results, from 0 to 10, enable to identify 3 categories of customers: Detractors, Passives andPromoters.

One of the main differences between CSAT and NPS is that NPS evaluates the long-term customer’s relationship with the brand, while CSAT is more short-term, focused on the last experience with the brand.

To learn more about NPS, you can read our complete article:  How important is NPS in your Customer Care strategy?

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