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What is NPS?

Net Promoter Score (NPS)

Net Promoter Score is a simple way of understanding how happy your customers are. It's a hugely popular system used by a large number of companies.

It's worked out by asking your customers how likely they would be to recommend your company to a friend. Customers who are highly likely to recommend you are called "promoters". Customers unlikely to recommend you are called "detractors".

The Net Promoter Score is the promoters minus the detractors. So, if 100% of your customers are promoters then your NPS would be +100. If 100% of your customers are detractors then your NPS would be -100.

In e-commerce, an NPS over 30 is good. If your NPS is negative then that indicates a serious problem with your business that you should fix.

In Machine Labs the Net Promoter Score is integrated into the automated feedback survey