Net Promoter Score (NPS)
Net Promoter Score (NPS) is a management tool that helps in understanding customer loyalty. It is a survey where the last question is ""How likely are you to recommend our company / product / service to family and friends?"". Responses to this question could be provided on a Likert scale of 0 to 10. The responses are then used to arrive at the NPS metric. As a metric it is an indicator of brand loyalty which implies that either the customer will help generate new business or provide repeat business. It ranges from -100% to 100%.
NPS = % of promoters (customers rating 9 or 10) - % of detractors (customers rating between 0 to 6).
An application-oriented question on the topic along with responses can be seen below. The best answer was provided by Jayaram T on 23rd September 2019.
Applause for the respondents- Jayaram T, Indrani Poddar, Mohamed Asif, Sreyash Sangam, Praveen Kumar K, Bhagyashree and R Rajesh
Also review the answer provided by Mr Venugopal R, Benchmark Six Sigma's in-house expert.