NPS
Service Operations
NPS (Net Promoter Score)
Net Promoter Score
Customer-loyalty metric based on likelihood to recommend, calculated from promoters minus detractors.
Examples
- 01The company's NPS is +32: 48 % promoters minus 16 % detractors among customers surveyed after delivery.
- 02The service team reviews NPS comments by product line and finds that detractors mostly mention late spare parts.
- 03After faster spare-part delivery, NPS among service customers rises from +18 to +35 within two quarters.