What is the Net Promoter Score?

The Net Promoter Score is derived from users answers to a single question (asked after they have completed tasks on a website): "How likely is it that you would recommend this site to a friend or colleague?". Users are presented with a scale of 0 to 10 to select from.

The Net Promoter Score is the difference between the percentage of Promoters (respondents giving 9 - 10) and Detractors (respondents giving 0 - 6).

Net Promoter Score = % of Promoters - % of Detractors

 

The Net Promoter Score is fast becoming a KPI for many organisations as a way to measure customer satisfaction. Using it as an exit question within your tests allows you to drill down into the reasons why users give you a specific score. The overall NPS score is displayed on the tests results page together with individual user's scores. NPS was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.