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Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. All other trademarks are the property of their respective owners.

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Net Promoter Score®

Net Promoter Score is a leading method worldwide for measuring customers’ sentiment towards a brand, and helps discover customer insights.

Net Promoter Score (NPS) is a tried and tested rating of customer loyalty towards a business.

It's calculated from a single question: How likely would you recommend us to others?

Customers can choose a rating of 0 to 10. Those who choose 9 or 10 are labeled Promoters, and are considered likely to buy more, remain customers for longer, or make positive referrals to new potential customers.

Customers who've chosen a score of 0 to 6 are labeled Detractors, and are unlikely to support or promote your business.

Customers choosing 7 or 8 are labeled Passives, and their possible actions are between Promoters and Detractors.

A Net Promoter Score is calculated as follows:

NPS = % of respondents who are Promoters - % of respondents who are Detractors

This means that passive customers drag your NPS towards 0, while promoters improve your score and detractors reduces it.

You're in good company, more than two thirds of Fortune 1000 companies uses NPS.

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About

FeedbackLink is a new platform that helps businesses measure sentiment and get actionable feedback from customers.

The idea was conceived with the observation that small businesses aren't gathering customer feedback, and hence not having access to customer opinion to base their decisions on.

We believe many business owners make their decisions based of assumptions about their customers, which aren't always accurate, tangible and measureable.

Our mission is to help business owners understand their customers better, with simple and effective methods and an effortless experience for all.