NPS

NPS stands for Net Promoter Score, which is a quantative metrix used to gauge customer satisfaction over a period of time. NPS is calculated on a scale of -100 to +100 based on how likely users would be to recommend your product or service to another customer.

NPS is a helpful way to establish a baseline of customer satisfaction of your product or service. By regularly measuring the NPS you are able to establish a longer view of satisfaction and connect it to changes you are making — thus establishing ROI for initiatives. You want to aim for an NPS of over 50 (deemed excellent) and if you can get over 70 you are considered “world-class”.