It is a joy to work with CustomerGauge. Account management is superb, they have really taken the time to understand our business and our needs. Their advice is always insightful and based on a wealth of knowledge and experience. Looking forward to our continued partnership in 2021.
Net Promoter Score is a loyalty metric used as a KPI for customer experience, measured on a scale of -100 to +100.
To calculate the NPS, we first ask customers to answer the question "How likely is it that you would recommend this company to a friend or colleague?" on a scale of 0 - 10.
Customers who answer 0 - 6 are Detractors, 7 - 8 are Passives and 9 - 10 are Promoters. The NPS is the sum of % of Promoters - % Detractors.
