NPS (Net Promoter Score)
A metric measuring customer loyalty based on likelihood to recommend.
Definition
Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company to others. It asks: 'How likely are you to recommend us?' on a scale of 0–10.
In Depth
NPS categorises respondents as Promoters (9–10), Passives (7–8), and Detractors (0–6). The score is calculated as: % Promoters minus % Detractors, ranging from -100 to +100. NPS is typically collected periodically (quarterly or annually) rather than after individual interactions.
Lodgestory supports NPS surveys alongside CSAT and CES, with automatic scheduling, multi-channel delivery, and trend analytics.
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