{"id":194130,"date":"2025-04-15T06:16:00","date_gmt":"2025-04-15T05:16:00","guid":{"rendered":"https:\/\/datascientest.com\/en\/?p=194130"},"modified":"2025-04-14T09:17:22","modified_gmt":"2025-04-14T08:17:22","slug":"all-about-net-promoter-score","status":"publish","type":"post","link":"https:\/\/datascientest.com\/en\/all-about-net-promoter-score","title":{"rendered":"Net Promoter Score (NPS): What is it? How is it Used?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"194130\" class=\"elementor elementor-194130\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-80aacaa e-flex e-con-boxed e-con\" data-id=\"80aacaa\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-856ede4 elementor-widget elementor-widget-text-editor\" data-id=\"856ede4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><b>Discover the Net Promoter Score (NPS): Its definition, calculation, and importance for measuring customer satisfaction. This indicator can enhance your customer experience and loyalty strategy. By regularly monitoring this score, you can quickly identify areas for improvement, turning your customers into genuine ambassadors for your brand.<\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a0755c0 e-flex e-con-boxed e-con\" data-id=\"a0755c0\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5b27e2d elementor-widget elementor-widget-heading\" data-id=\"5b27e2d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-xl\">What is the Net Promoter Score (NPS)?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d7948e elementor-widget elementor-widget-text-editor\" data-id=\"0d7948e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>The Net Promoter Score<\/b><span style=\"font-weight: 400;\"> is <\/span><b>a key customer satisfaction metric<\/b><span style=\"font-weight: 400;\"> that measures <\/span><b>the likelihood that a customer would recommend a company, product, or service to others<\/b><span style=\"font-weight: 400;\">.<\/span><\/p><p><span style=\"font-weight: 400;\">Conceived by Frederick Reichheld and popularized through his article in the <\/span><b>Harvard Business Review<\/b><span style=\"font-weight: 400;\"> in <\/span><b>2003<\/b><span style=\"font-weight: 400;\"> titled &#8220;<\/span><b>The One Number You Need to Grow<\/b><span style=\"font-weight: 400;\">&#8220;, this straightforward yet powerful tool enables businesses to evaluate long-term customer loyalty, engagement, and satisfaction.<\/span><\/p><p><span style=\"font-weight: 400;\">The strength of the NPS lies in its simplicity: a single question, &#8220;On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?&#8221; This minimalist method facilitates <a href=\"https:\/\/datascientest.com\/en\/data-warehouse-definition\">data collection<\/a> that is actionable and encourages high <\/span><b>response rates<\/b><span style=\"font-weight: 400;\">, reducing biases linked to lengthy or complex surveys.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0e483e7 e-flex e-con-boxed e-con\" data-id=\"0e483e7\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-34a821e elementor-widget elementor-widget-heading\" data-id=\"34a821e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">How to calculate the Net Promoter Score?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5de6148 elementor-widget elementor-widget-text-editor\" data-id=\"5de6148\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The calculation of the <\/span><b>NPS<\/b><span style=\"font-weight: 400;\"> is based on classifying respondents into three distinct groups, a system developed from extensive research on customer behavior and segmentation:<\/span><\/p><ul><li><b>Promoters<\/b><span style=\"font-weight: 400;\"> (scores 9-10): Very satisfied and loyal customers, true brand ambassadors who actively endorse the company and play a major role in organic growth.<\/span><\/li><li><b>Passives<\/b><span style=\"font-weight: 400;\"> (scores 7-8): Satisfied yet unenthusiastic customers, susceptible to competitive offers, and do not generate positive engagement.<\/span><\/li><li><b>Detractors<\/b><span style=\"font-weight: 400;\"> (scores 0-6): Dissatisfied customers who can damage the company\u2019s reputation through negative word-of-mouth and adversely affect sales.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ceee624 elementor-widget elementor-widget-text-editor\" data-id=\"ceee624\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The NPS formula is: <\/span><b>% Promoters \u2013 % Detractors = NPS<\/b><span style=\"font-weight: 400;\">. The final score ranges from -100 (all detractors) to +100 (all promoters). A positive score is generally considered favorable, and a score above 50 is seen as excellent.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8f4df3d e-flex e-con-boxed e-con\" data-id=\"8f4df3d\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c1713d7 elementor-widget elementor-widget-heading\" data-id=\"c1713d7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">What is the importance of the Net Promoter Score?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02a75dc elementor-widget elementor-widget-text-editor\" data-id=\"02a75dc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b>The NPS<\/b><span style=\"font-weight: 400;\"> has become a benchmark in gauging <\/span><b>customer satisfaction<\/b><span style=\"font-weight: 400;\"> for several key reasons:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Simplicity in implementation and comprehensibility for all stakeholders<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Proven correlation with company growth and financial performance<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ability to conduct comparisons across companies, sectors, and international markets<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Quick identification of areas needing improvement and emerging trends<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tracking satisfaction evolution over time<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Seamless integration into <a href=\"https:\/\/datascientest.com\/en\/dashboard-what-is-it\">management dashboards<\/a><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Impact on team motivation and customer-centric organizational focus<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-527ac04 elementor-widget elementor-widget-image\" data-id=\"527ac04\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_detailed_business_dashboard_showing_a_bar_cha_251fb75d-dd93-4ed8-a60a-9f9fbe565141-1024x574.webp\" class=\"attachment-large size-large wp-image-194136\" alt=\"\" srcset=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_detailed_business_dashboard_showing_a_bar_cha_251fb75d-dd93-4ed8-a60a-9f9fbe565141-1024x574.webp 1024w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_detailed_business_dashboard_showing_a_bar_cha_251fb75d-dd93-4ed8-a60a-9f9fbe565141-300x168.webp 300w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_detailed_business_dashboard_showing_a_bar_cha_251fb75d-dd93-4ed8-a60a-9f9fbe565141-768x430.webp 768w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_detailed_business_dashboard_showing_a_bar_cha_251fb75d-dd93-4ed8-a60a-9f9fbe565141.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-868a6d7 elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"868a6d7\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Learning to measure customer satisfaction<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3da0e51 e-flex e-con-boxed e-con\" data-id=\"3da0e51\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f3b7136 elementor-widget elementor-widget-heading\" data-id=\"f3b7136\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">What are the limitations of the NPS?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e41640a elementor-widget elementor-widget-text-editor\" data-id=\"e41640a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Despite its numerous benefits, the NPS has certain limitations to be aware of:<\/span><\/p><ul><li><span style=\"font-weight: 400;\">Does not provide detailed context for the reasons behind the given scores<\/span><\/li><li><span style=\"font-weight: 400;\">Can vary significantly across cultures and countries<\/span><\/li><li><span style=\"font-weight: 400;\">Subject to timing and sampling biases in <\/span><b>data collection<\/b><span style=\"font-weight: 400;\">, which may require <a href=\"https:\/\/datascientest.com\/en\/resampling-a-method-for-balancing-data\">resampling<\/a><\/span><\/li><li><span style=\"font-weight: 400;\">Does not capture the full complexity of the <\/span><b>customer experience<\/b><span style=\"font-weight: 400;\"> and interactions<\/span><\/li><li><span style=\"font-weight: 400;\">Needs to be supplemented with other <\/span><b>qualitative indicators<\/b><span style=\"font-weight: 400;\"> and <a href=\"https:\/\/datascientest.com\/en\/quantitative-analyst-discover-the-best-courses\">quantitative<\/a> measures<\/span><\/li><li><span style=\"font-weight: 400;\">Can be influenced by factors external to the company<\/span><\/li><li><span style=\"font-weight: 400;\">Risk of excessive focus on the score at the expense of substantive improvements<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3e00006 e-flex e-con-boxed e-con\" data-id=\"3e00006\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b09c76f elementor-widget elementor-widget-heading\" data-id=\"b09c76f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">How to improve the NPS?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6da5c25 elementor-widget elementor-widget-text-editor\" data-id=\"6da5c25\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">To boost your NPS score, several strategic actions are recommended:<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-469f1c2 elementor-widget elementor-widget-heading\" data-id=\"469f1c2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Step 1: Analysis and Diagnosis<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1273339 elementor-widget elementor-widget-text-editor\" data-id=\"1273339\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Begin by thoroughly analyzing clients&#8217; qualitative feedback to pinpoint root causes and map detailed friction points <a href=\"https:\/\/datascientest.com\/en\/give-meaning-to-your-data-with-data-visualization\">to visualize your data<\/a>. This initial phase is crucial for building a solid groundwork for future actions.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac2aa27 elementor-widget elementor-widget-heading\" data-id=\"ac2aa27\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Step 2: Training and Awareness<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-833b168 elementor-widget elementor-widget-text-editor\" data-id=\"833b168\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Conduct practical workshops and experience-sharing sessions to educate the entire team about the significance of customer experience. Incorporate customer satisfaction into performance assessment criteria to firmly embed this culture within the organization.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a6fb3a elementor-widget elementor-widget-heading\" data-id=\"7a6fb3a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Step 3: Action Plan and Implementation<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c772bbf elementor-widget elementor-widget-text-editor\" data-id=\"c772bbf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Implement rapid corrective actions on the primary identified pain points. Form a dedicated team to manage service recovery processes for detractors, equipped with clear intervention protocols.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9317b30 elementor-widget elementor-widget-heading\" data-id=\"9317b30\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Step 4: Monitoring and Communication<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78d1276 elementor-widget elementor-widget-text-editor\" data-id=\"78d1276\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Establish a rigorous monitoring system with dynamic dashboards (using tools like <\/span><a href=\"https:\/\/datascientest.com\/en\/microsoft-power-bi-10-reasons-to-use-it\">Power BI<\/a><span style=\"font-weight: 400;\"> or <a href=\"https:\/\/datascientest.com\/en\/what-is-tableau\">Tableau<\/a>) and monthly NPS committees. Regularly communicate progress through newsletters and progress reports to maintain momentum.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aa3dd9 elementor-widget elementor-widget-heading\" data-id=\"4aa3dd9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Step 5: Continuous Improvement<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c641b7a elementor-widget elementor-widget-text-editor\" data-id=\"c641b7a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Use predictive analysis tools to foresee risks and routinely benchmark your practices against industry leaders. Reward teams that contribute to score improvements to sustain their commitment.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ad808c elementor-widget elementor-widget-image\" data-id=\"9ad808c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_business_manager_reading_customer_feedback_on_1c45bef1-baf1-454b-8e00-49c84f6e4c93-1024x574.webp\" class=\"attachment-large size-large wp-image-194146\" alt=\"\" srcset=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_business_manager_reading_customer_feedback_on_1c45bef1-baf1-454b-8e00-49c84f6e4c93-1024x574.webp 1024w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_business_manager_reading_customer_feedback_on_1c45bef1-baf1-454b-8e00-49c84f6e4c93-300x168.webp 300w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_business_manager_reading_customer_feedback_on_1c45bef1-baf1-454b-8e00-49c84f6e4c93-768x430.webp 768w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_A_business_manager_reading_customer_feedback_on_1c45bef1-baf1-454b-8e00-49c84f6e4c93.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6e6aff elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"f6e6aff\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Mastering dynamic dashboards<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-baa16f6 e-flex e-con-boxed e-con\" data-id=\"baa16f6\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0142e37 elementor-widget elementor-widget-heading\" data-id=\"0142e37\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Sectoral Use of the NPS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-108eb0e elementor-widget elementor-widget-heading\" data-id=\"108eb0e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Service and Retail<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca59ccb elementor-widget elementor-widget-text-editor\" data-id=\"ca59ccb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">In the retail and service sectors, the NPS is beneficial for:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evaluating customer service quality at each interaction point<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Assessing in-store experience and identifying best practices<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Pinpointing friction points in the customer journey<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Comparing performance among different sales outlets<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Refining training for sales and service teams<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b05949 elementor-widget elementor-widget-heading\" data-id=\"4b05949\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Tech and SaaS<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e05752d elementor-widget elementor-widget-text-editor\" data-id=\"e05752d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">For tech companies, the NPS serves to:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Measure user satisfaction and feature adoption rates<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evaluate the usability and ergonomics of solutions<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Detect churn risks and preempt departures<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identify opportunities for product enhancements<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Guide product development decisions in collaboration with <a href=\"https:\/\/datascientest.com\/en\/product-owner-everything-you-need-to-know-about-this-job\">the Product Owner<\/a><\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dae4a7e elementor-widget elementor-widget-heading\" data-id=\"dae4a7e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">B2B<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4c8046 elementor-widget elementor-widget-text-editor\" data-id=\"c4c8046\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">In the B2B sector, the NPS helps in:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evaluating long-term quality of business relationships<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Assessing the performance of technical and commercial support<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identifying ambassador customers to develop case studies<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Optimizing customer processes and enhancing value creation<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Strengthening strategic partnerships<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70a4f3f elementor-widget elementor-widget-image\" data-id=\"70a4f3f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"448\" src=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_Employees_brainstorming_customer_feedback_insig_95b6d51c-63dd-4e40-859b-c4be90a52485-1-1024x574.webp\" class=\"attachment-large size-large wp-image-194147\" alt=\"\" srcset=\"https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_Employees_brainstorming_customer_feedback_insig_95b6d51c-63dd-4e40-859b-c4be90a52485-1-1024x574.webp 1024w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_Employees_brainstorming_customer_feedback_insig_95b6d51c-63dd-4e40-859b-c4be90a52485-1-300x168.webp 300w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_Employees_brainstorming_customer_feedback_insig_95b6d51c-63dd-4e40-859b-c4be90a52485-1-768x430.webp 768w, https:\/\/datascientest.com\/en\/files\/2025\/02\/dst_acquisition_Employees_brainstorming_customer_feedback_insig_95b6d51c-63dd-4e40-859b-c4be90a52485-1.webp 1456w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52c92fb elementor-align-center button-principal elementor-widget elementor-widget-button\" data-id=\"52c92fb\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/datascientest.com\/en\/data-courses\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Training in Business Intelligence<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f501e19 e-flex e-con-boxed e-con\" data-id=\"f501e19\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a94871e elementor-widget elementor-widget-heading\" data-id=\"a94871e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-xl\">Conclusion<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d53836 elementor-widget elementor-widget-text-editor\" data-id=\"0d53836\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The Net Promoter Score has become a key standard for measuring and managing customer satisfaction. Its ease of use and universality make it an invaluable tool for any organization focused on customer experience.<\/span><\/p><p><span style=\"font-weight: 400;\">The most successful companies integrate it into a comprehensive continuous improvement strategy, combining it with other indicators and qualitative analyses.<\/span><\/p><p><span style=\"font-weight: 400;\">In a landscape where customer experience is becoming a significant differentiating factor, the NPS remains a vital ally in fostering sustainable growth through customer satisfaction and loyalty.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e241155 e-flex e-con-boxed e-con\" data-id=\"e241155\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-896912f elementor-widget elementor-widget-html\" data-id=\"896912f\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@type\": \"FAQPage\",\r\n  \"mainEntity\": [\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What is the Net Promoter Score (NPS)?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"The Net Promoter Score is a customer satisfaction metric that measures the likelihood of a customer recommending a company, product, or service to others.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How is the Net Promoter Score calculated?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"The NPS formula is: % Promoters - % Detractors = NPS. 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This indicator can enhance your customer experience and loyalty strategy. By regularly monitoring this score, you can quickly identify areas for improvement, turning your customers into genuine ambassadors for your brand. What is the Net Promoter Score (NPS)? The Net [&hellip;]<\/p>\n","protected":false},"author":45,"featured_media":194132,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"content-type":"","inline_featured_image":false},"categories":[2420,2423],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.7 (Yoast SEO v21.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Net Promoter Score (NPS): What is it? How is it Used?<\/title>\n<meta name=\"description\" content=\"Discover the Net Promoter Score (NPS): its definition, calculation, and its importance in measuring customer satisfaction. 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