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¿Qué es Net Promoter Score (NPS)?

Net Promoter Score (NPS) is the gold standard for customer experience metrics. Our detailed guide, crafted by experts, will help you better understand what NPS is, how it's calculated, and the benefits of measuring it.

Definition of Net Promoter Score (NPS)

Net Promoter Score is a metric used in customer experience programs to determine customer loyalty to a company. It is measured through a survey that contains a single question and is reported with a number ranging from -100 to +100. Naturally, the goal is to achieve a higher score.

NPS is often considered the gold standard of customer experience. It was created in 2003 by Bain and Company. Today, millions of companies use it to measure how their customers perceive them.

To measure customer perception, it relies on a single question:

How likely are you to recommend [the organization/product/service] to a friend or colleague?

Respondents must give their answer on a scale from 0 (not at all likely) to 10 (extremely likely), and depending on their responses, they are categorized into three groups, which allow for the calculation of the result:

Promoters are those who respond with a 9 or 10. They are generally loyal and enthusiastic customers.

Passives are those who respond with a 7 or 8. They are satisfied with the service, but not enough to be considered promoters.

Detractors are those who respond with a 0 to 6. They are dissatisfied customers who are unlikely to make a repeat purchase and might even discourage others from doing so.

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