Glossary – NPS

How to measure NPS, and why it's important

NPS stands for “net promoter score” which measures how willing a customer would be to recommend a company’s products or services to others. The scale ranges from -100 (user questions why they’re paying for the product or service?) to +100 (user will recommend the product or service). To determine the score, companies will survey customers on a single question, and they’ll rate the product or service on an 11-point scale. Those who respond with a score lower or equal to six are referred to as detractors. A score of seven or eight are called passives. While a score of nine or ten signifies that they’re a promoter. To figure out a company’s final NPS score, you simply add the responses together, which will yield one of three outputs, a negative value, zero, or a positive value.

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