Net Promoter Score (NPS)

The One Number You Need to Grow

NPS sorts your customers into three categories: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).

NPS score is calculated using this formula:
NPS = %Promoters - %Detractors

Loyal customers & profits

NPS measures the loyalty that exists between your company and your customers. Promoters generate higher margins and annual spending than Detractors do.

Get to know your critics

Detractors complain more frequently and consume more service resources. Achieve higher profit by turning Detractors into Promoters.

Instant follow-ups

Follow up with customers who are willing to share their thoughts with you and instantly respond to their concerns or issues.

“Without trust, there can be no loyalty - and without loyalty, there can be no true growth.”

Fred Reichheld
The Ultimate Question

How does it work?

Contact list
Create a list of contacts you wish to address in your NPS campaign.
Launch campaign
Prepare your survey and campaign and send it to your contacts.
Collect feedback
Receive NPS scores and feedback from your customers. Find out who is a Promoter, and who is a Detractor.
Follow up
Quickly respond to your unhappy customers’ feedback and make them happy again!

Licenced vendor for net promoter system by Bain @ company

Nicereply is officially licensed as a vendor for Net Promoter Score by BAIN & COMPANY, the inventors of NPS.

Learn more about NPS on our blog or at netpromotersystem.com

NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.