Net Promoter Score (NPS) Survey

A Net Promoter Score (NPS) Survey is a customer survey used to collect the data necessary to calculate the Net Promoter Score.

• Context:
  • It can (typically) consist of the question, "How likely are you to recommend our company/product/service to a friend or colleague?".
  • It can be administered in various formats, including online surveys, phone calls, or in-person interactions.
  • It can range from a single-question survey to a slightly more elaborate version that includes a follow-up question asking for reasons behind the score provided.
  • It can be used periodically to track changes in customer sentiment over time.
  • It can be a critical part of a Customer Experience Management strategy.
  • ...
• Example(s):
  • One for a retail store at the point of sale or after an online purchase to quickly gauge customer satisfaction.
  • One for a software company following a customer support interaction to measure the effectiveness of their support team.
  • ...
• Counter-Example(s):
  • Comprehensive Customer Satisfaction Surveys, which ask numerous detailed questions about various aspects of the customer experience.
  • Engagement Surveys used internally to assess employee satisfaction and engagement levels.
  • ...
• See: Net Promoter Score (NPS) Measure, Customer Satisfaction, Customer Feedback Management

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