Net Promoter Score (NPS)

Net Promoter Score (NPS) is an easy-to-use metric that gauges a customer's general feeling about a brand. We use NPS with our customers because we want to make sure we're doing the right things. The scores and sentiment derived from NPS directly correlate to the loyalty a customer has for a brand, and we think a high level of loyalty is a good measure of how well we treat our customers. At 75% we have one of the highest NPS in the world (see infographic below).

How to calculate your NPS

Typically, we'll ask the NPS question in this format:

On a scale of zero to 10, how likely are you to recommend Cloud Direct to a friend?

Our customers' scores place them in one of three categories:

  • Promoters: customers who score between nine and 10
  • Neutrals: customers who score between seven and eight
  • Detractors: customers who score between zero and six

We then derive our NPS by taking the percentage of promoters and subtracting the detractors. The higher the score, the stronger sense of customer satisfaction and brand loyalty. 

 NPS-T infographic

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