NPS® – Net Promoter Score®


What is your NPS® – Net Promoter Score®?

The True Definition of a NPS®

What is Net Promoter Score® and why should you know your NPS® ? When it comes to measuring Customer Experience, there is nothing quite as relevant as your organization’s NPS® or Net Promoter Score®.

Your Net Promoter Score® is a score on a scale of 1 to 10 that your customers choose to indicate how likely they are to recommend your product or service to others.

Net Promoter Score


  • Promoters (score 9-10) are loyal Customers who will keep buying and refer others, thus these are the people that really help improve your revenues.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and destroy growth through negative word-of-mouth.


As global Customer Experience Consultants, we find the Net Promoter Score® is an excellent metric for your organization’s Customer Experience. It not only helps you see what you are doing right and with whom, but your Net Promoter Score® also provides a report card. Moreover, unlike other metrics for measuring success, an NPS® has an emotional element to it, which reinforces how important it is to emotionally engage with your customers.

Having said Net Promoter® is a good measure, it is only one measure of a number of measures that you need to have in place to truly measure your experience.

Any effective improvement in your Customer Experience also needs a change to how you measure your experience. For example, what emotions are you trying to evoke? Which emotions drive most value for these. Both of these should be measured alongside your Net Promoter Score®.

Our Pyramid™ helps you do just that with your strategy and implementation. It addresses these common challenges creating a foundation strengthened by the principles of excellence in Customer Experience Management. It is designed to communicate your goals to your team from top to bottom, defining the standard by which to measure your success.

Learn how our pyramid can help create a cohesive definition of success linked to actions for the team

Colin ShawNPS® – Net Promoter Score®