Definition of the term “Net Promoter Score (NPS)” from the Customer Service Wiki’s Dictionary

Net Promoter Score (NPS)

A Net Promoter Score (NPS) is a systematic classification of a company’s client base, according to their answer to the question “On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?”

NPS scoring runs on a scale of 1 through 10. Clients scoring a 9 or 10 are Promoters, 7 or 8 are Passives, and 0 through 6 are Detractors.

Companies should aim to maximize Promoters and minimize Detractors.

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