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11 Customer experience KPIs and metrics you should be tracking
Armin Tanovic • Mar 18, 2024
UX Research Glossary / Net Promoter Score (NPS)
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Net promoter score is a customer experience metric that measures customer loyalty and satisfaction. The NPS survey asks the question: “On a scale of 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”. Results are then plugged into the NPS formula to give a net promoter score of between -100 and 100.
Respondents are categorized based on their answers to the above question, and sorted into three groups:
- Promoters: Respond with a score of 9 or 10 (superfans!)
- Passives: Respond with a score of 7 or 8 (happy but could be happier)
- Detractors: Respond with a score between 0 and 6 (in need of some attention and engagement)
The results of the NPS survey are plugged into the NPS formula to get your final score:
NPS = % of promoters - % of detractors