NPS guide by Screver
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Everything you need to know about Net Promoter Score (NPS)

The importance of customer experience in today’s competitive environment cannot be overstated. An easy way to measure this experience is by using the Net Promoter Score (NPS). Businesses can categorize customers as Promoters, Passives, or Detractors by asking them how likely it is that they will recommend the business to others. In this guide, Screver discusses the importance of NPS, how it is calculated, and the best practices for utilizing its insights to improve customer service.

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Everything you need to know about Net Promoter Score (NPS)

Understanding NPS:

NPS is a crucial metric that measures customer loyalty. It’s determined by asking customers a single pivotal question about their likelihood to recommend the company, categorizing them as Promoters, Passives, or Detractors.

Significance of NPS:

A high NPS indicates satisfied customers and predicts company growth. It’s not just about the score; the feedback, especially from Detractors, provides actionable insights to improve the customer experience.

Best practices:

To effectively use NPS, businesses should measure it continuously, act on the feedback received, and ensure that the surveys are timely and relevant. This ensures that the insights are meaningful and can drive positive change.