The Net Promoter Score (NPS) is a widely used customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others. It is a simple yet powerful tool for evaluating overall customer satisfaction and predicting future business growth.
How is NPS Calculated?
NPS is calculated based on the answer to a single question:
"On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?"
Based on their responses, customers are divided into three categories:
- Promoters (9–10): These are loyal and enthusiastic customers who are likely to recommend your brand and contribute to growth.
- Passives (7–8): These are satisfied customers, but they are not enthusiastic enough to actively promote your brand.
- Detractors (0–6): These customers are unhappy and may discourage others from doing business with you.
The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters:
NPS = % of Promoters − % of Detractors
Why is NPS Important?
The Net Promoter Score provides a quick snapshot of customer loyalty and satisfaction. A high NPS indicates that your customers are happy and likely to help your brand grow through referrals. A low or negative score suggests that improvements are needed in your customer experience or offerings.
Using NPS with Mailpro
If you use Mailpro, you can create surveys online to easily collect NPS feedback from your contacts. With Mailpro's built-in survey tool, you can track results over time, automate follow-ups based on responses, and analyze trends using our detailed statistics.
Related Glossary Terms
Understanding and monitoring your Net Promoter Score is key to delivering exceptional customer experiences and driving business growth.
Mailpro and NPS
Collect NPS by email, route the answers home
Mailpro sends NPS surveys on the right trigger, captures the score against the contact, and tracks the trend across campaigns — feedback that informs your next send.