Net Promoter Score (NPS)
A customer loyalty metric that measures how likely clients are to recommend your business to others on a 0-10 scale.
Definition
Net Promoter Score (NPS) is a widely-used metric that gauges customer loyalty by asking a single question: 'How likely are you to recommend this business to a friend or colleague?' on a 0-10 scale. Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score from -100 to +100. For service businesses, NPS is a leading indicator of growth through referrals, retention rates, and overall client satisfaction.
Net Promoter Score (NPS)
A dental practice surveys patients after each visit and maintains an NPS of 72
A consulting firm sends NPS surveys quarterly and uses detractor feedback to improve
A salon tracks NPS and finds that clients who book online give 15 points higher scores
A home service company uses NPS to identify and reward their most loyal promoter clients
Why Net Promoter Score (NPS) Matters
NPS is one of the strongest predictors of business growth. Promoters generate significantly more referrals on average and spend considerably more than detractors. Tracking NPS over time reveals whether your client experience is improving or declining, and identifying detractors gives you a chance to recover them before they churn.
SchedulingKit — Net Promoter Score (NPS)
SchedulingKit can trigger automated NPS surveys after appointments, track scores over time, and alert you to detractor responses so you can take immediate action to improve their experience.
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