A customer feedback measure based on how likely people are to recommend an organization.
Respondents rate their likelihood of recommending an organization on a scale from 0 to 10. Scores of 9 or 10 identify promoters, while scores from 0 to 6 identify detractors. Net Promoter Score subtracts the percentage of detractors from the percentage of promoters. Respondents scoring 7 or 8 remain in the total used to calculate those percentages, although they belong to neither group. The result can be tracked for a company, store or service team. It measures willingness to recommend rather than the number of purchases or the value of sales.
In job listings
Tiffany & Co.’s Client Advisor position in Toronto called for action on Net Promoter Score performance and client feedback. The employee also looked after hospitality and store amenities, so customer feedback sat alongside responsibility for the service being assessed. Search local jobs for “net promoter score”.
