CRM
Net Promoter Score
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your brand to others on a scale of 0-10. It categorizes respondents as Promoters, Passives, or Detractors.
Examples
A SaaS company surveys users quarterly and tracks its NPS improving from +32 to +48 after implementing customer feedback initiatives.
Best Practices
Follow up with both detractors and promoters to understand drivers of dissatisfaction and delight, and close the feedback loop.