A customer feedback measure based on how likely people are to recommend an organisation.
Respondents rate their likelihood of recommending an organisation 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
Canada Goose’s Retail Sales Associate role in London included helping to drive Net Promoter Score alongside selling and service metrics such as conversion and average transaction value. The role connected customer feedback with other selling and service measures. Search local jobs for “net promoter score”.
