Net Promoter Score (NPS) Definition
The Net Promoter Score is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. Customers are surveyed on one single question. They are asked to rate on an 10-point scale the likelihood of recommending the company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend Volta to a friend or colleague?”. Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.