Net Promoter Score (NPS) is a customer loyalty and satisfaction indicator measured by asking customers how likely they are to recommend your product or service to others on a scale of 0 to 10.

Aggregate NPS scores and an NPS system help businesses improve their products, services, relationships, and processes. 

  • Definitions
  • A Score or a System?
  • How to calculate NSP
  • Why is NSP important?
  • Caveats when using NPS
  • Industry averages, global and country comparison
  • Practical application
  • Best practices
  • Common mistakes
  • NPS technology
  • Examples of Big Companies with high NPS Scores
  • Potential future trends NPS
  • Potential NPS uses in the public sector context
  • Stages of NPS integration with Customer Journey Maps

Content verified by

Eytan Hattem • Chief Customer officer, Prodware Group 

Content verified by

Silvia Tenazinha • Senior Manager Commercial Banking and Wealth Management, Santander Argentina

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