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Marketing Acronyms

Net Promoter Score (NPS)

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)

NPS - Net Promoter Score Formula

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.”