AKA:
Net Promoter
What does it mean:
It is a measure of customer satisfaction and customer loyalty. It has a range of -100 to +100 with companies scoring more than 50 considered to be great and companies above 70 to be exceptional.
The Formula:
% of Promoters – % of Detractors = Net Promoter Score (NPS)
Use it in a sentence:
To colleagues:
“We should be checking our Net Promoter Score every 30 days to track customer satisfaction.”
To investors:
“We have a Net Promoter Score of 75, our customers love us as much as they love Apple products.”
At a party:
“This party sucks. I’m extremely unlikely to recommend it to a friend.”