General CRM
Net Promoter Score (NPS)
A metric used to gauge customer loyalty by asking how likely they are to recommend a company to others.
Complete Definition
Net Promoter Score measures customer satisfaction and loyalty through a single question: "How likely are you to recommend us to a friend or colleague?" Responses are scored 0-10, categorizing customers as Detractors (0-6), Passives (7-8), or Promoters (9-10). CRM systems can automate NPS surveys, track scores over time, and trigger follow-up actions based on responses.
Key Points
- 1Single-question satisfaction metric
- 2Categorizes into Detractors/Passives/Promoters
- 3Predicts customer loyalty
- 4Can be automated in CRM
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