Net Promotor Score (NPS)
The NPS - Irresistibly Easy to Record and Evaluate
This is a key figure that comes from Reichheld, which is increasingly finding its way into companies' core KPI set. The NPS is irresistibly easy to record and evaluate: it is based on the question of “How likely is it that you would recommend company/brand X to a friend or colleague?” The NPS is then calculated as the difference between the proportion of promoters (recommendation very likely, scale values 9+10 on an 11-point scale) and the proportion of detractors (recommendation (very) unlikely, scale values 0-6).
The NPS is merely one example of various different key figures on customer loyalty, which intervista can calculate and track over the course of time on your company's behalf.