HKSM
Net Promoter Score
A customer loyalty metric that gauges how likely people are to recommend a companys products or services to others, summarized into a single score from a simple survey question.
Key Points
- Based on one survey question: 'How likely are you to recommend us?' rated from 0 to 10.
- Responses are grouped as Detractors (0-6), Passives (7-8), and Promoters (9-10).
- NPS = percent Promoters minus percent Detractors; the result ranges from -100 to +100.
- Used to track customer sentiment and guide product or service improvements over time.
Example
After an agile release, the team surveys 200 customers. They receive 90 Promoters, 70 Passives, and 40 Detractors. NPS = (90/200*100) - (40/200*100) = 45 - 20 = 25. The team reviews Detractor feedback to prioritize fixes in the next sprint.
PMP Example Question
Which measure captures how likely customers are to recommend a product or service and is calculated as the percentage of Promoters minus the percentage of Detractors?
- Customer Satisfaction (CSAT)
- Net Promoter Score
- Earned Value
- Schedule Performance Index
Correct Answer: B — Net Promoter Score
Explanation: NPS specifically measures likelihood to recommend and is computed as percent Promoters minus percent Detractors, yielding a score from -100 to +100.
