👤 Net Promoter Score¶
Alias: NPS Domain: Customer · Category: Customer · Unit: Score (−100 to 100) · Direction: ↑ Higher is better
Standard measure of customer loyalty and likelihood to recommend. Calculated from post-purchase surveys: % Promoters (9–10) minus % Detractors (0–6).
Formula¶
Benchmark¶
Retail best-in-class: >60
Related Model¶
| Dimension | Values |
|---|---|
| Capabilities | customer-profile |
| Business Objects | customer |
| Lifecycles | customer-lifecycle |
| Tags | CX loyalty advocacy |