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What Is NPS

The Net Promoter Score is a customer loyalty metric developed in 2003 by management consultant Fred Reichheld of Bain & Company in collaboration with the company Satmetrix.

The objective was to determine a clear and easily interpretable customer satisfaction score which can be compared over time or between different industries.

Specifically, the respondent is asked the following question:

How likely are you to recommend Understanding Recruitment to a friend/colleague/relative?

Depending on the score that is given to the Net Promoter question, three categories of people can be distinguished:

  • Promoters = respondents giving a 9 or 10 score
  • Passives = respondents giving a 7 or 8 score
  • Detractors = respondents giving a 0 to 6 score

The Net Promoter Score is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.

NPS is the trademark of Co-creators Bain, Fred Reichheld and Satmetrix

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