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).
Typically, we'll ask the NPS question in this format:
Our customers' scores place them in one of three categories:
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.