b2b2dot0 SAP ecommerce Net Promoter Score

A company's Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty.  It is based on your customer's answer to a single simple question:

"How likely is it that you would recommend us to a friend or colleague?" 

Answers to this question segment your customers into detractors, passives and promoters.  Subtracting the % of detractors from % of promoters results in your NPS.

According to the creators of the NPS:

"In most industries, this one simple statistic explained much of the variation in relative growth rates; that is, companies with a better ratio of Promoters to Detractors tend to grow more rapidly than competitors."