Net Promoter Score (NPS)

Net Promoter Score (NPS) is a widely used customer experience metric that measures how likely customers are to recommend a brand, product or service. It can be a useful indicator of loyalty and advocacy, especially when it is supported by clear customer commentary and understood in the context of the wider customer journey.

Our articles explain what NPS is, how it works, how it can be used in customer experience programmes, and what organisations should consider when interpreting results. These resources also explore how NPS sits alongside other measures such as CSAT, CES, Voice of Customer and mystery shopping.

Whether you are introducing NPS for the first time or looking to make better use of existing recommendation data, these articles will help you understand what the score can tell you, what it cannot tell you on its own, and how to turn customer feedback into action.