NPS
Recommender likelihood score
NPS stands for Net Promoter Score, a metric measuring customer loyalty by asking how likely people are to recommend a company or product on a scale of 0-10.
Respondents are classified as promoters (9-10), passives (7-8), or detractors (0-6).
The score is calculated by subtracting the percentage of detractors from promoters: Our NPS jumped twenty points after the redesign.
Widely used in business as a benchmark for customer satisfaction.
Numerical standing in competition
- surveySystematic data collection
- scaleMeasure of relative size
- ratingAssigned evaluative score
- calculationMathematical problem-solving process
quantification · index · gauge · metrics · analytics · data · statistics · tracking
Ongoing preference for one seller
- retentionContinued holding or possession
- churn rateCustomer departure frequency
- satisfactionState of fulfilled desires
- repeat businessRecurring customer transactions
word-of-mouth · referral · recommendation · customer engagement · brand loyalty · client retention · promoters · detractors
Systematic data collection
- commentsSpoken or written reactions
- responseAnswer to stimulus
- testimonialsStatements praising something's worth
- verbatimIn identical wording
open-ended · follow-up · touchpoint · sentiment · critique · suggestions · input · reaction
Assessment of similarities
- industryEconomic production sector
- standardsAccepted levels of quality
- averageArithmetic mean or ordinary
- rankingsOrdered list by performance
percentile · leaders · laggards · best-in-class · peer · competitive · trends · positioning
score
Numerical standing in competition
calculation · quantification · index · gauge · metrics · analytics · data · statistics · tracking · benchmark
customer loyalty
Ongoing preference for one seller
- retentionContinued holding or possession
- churn rateCustomer departure frequency
- satisfactionState of fulfilled desires
repeat business · word-of-mouth · referral · recommendation · customer engagement · brand loyalty · client retention · promoters · detractors · willingness
survey
Systematic data collection
- commentsSpoken or written reactions
- responseAnswer to stimulus
- testimonialsStatements praising something's worth
verbatim · open-ended · follow-up · touchpoint · sentiment · critique · suggestions · input · reaction · listening
comparison
Assessment of similarities
- industryEconomic production sector
- standardsAccepted levels of quality
- averageArithmetic mean or ordinary
rankings · percentile · leaders · laggards · best-in-class · peer · competitive · trends · positioning · quartile
- call centerscold call, inbound call, outbound, call volume, queue
- federal agenciesFBI, CIA, EPA, IRS, CDC
- government agenciesFBI, CIA, NASA, IRS, EPA
- Indian Economyrupee, mutual funds, IPO, fixed deposit, UPI
- Interior DepartmentBLM, National Park Service, USGS, public lands, federal lands
- metricsKPI, metric, KPIs, metrics, statistics
NPSrevenue
Business income total
profit margin · churn rate · retention rate · headcount · EBITDA
Percentage of viewers selecting
Winning new paying clients
lead generation · conversion rate · market share · brand awareness · growth rate