The Net Promoter Score® (NPS®) is a widely used method to measure customer loyalty to a brand, company, product or service and to establish a benchmark. NPS involves asking customers to rate their experience against a single, high level, question.

“How likely is it that you would recommend our company/product/service to a friend or colleague?”

A scale of zero to 10 is used, with typical labels of “0. Not at all likely” and “10. Extremely likely”. The remaining values in the scale are not given a label. The NPS is then calculated and the score can range from -100 to +100. Positive values correspond to greater customer loyalty, while negative values indicate potentially more serious issues. NPS provides a single metric for organisations to focus on.

The NPS question may be followed by an open ended question or additional quantitative questions to gather more feedback and understanding for the NPS.

Spark Chart provides the tools to quickly set up a Net Promoter Score survey, distribute the surveys and analyse and calculate the NPS.