What Is a Net Promoter Score?

The net promoter score can help you improve customer service and business performance. — Getty Images/jakkapan21

As a business owner, it’s important to understand how your customers perceive your brand. One way to gauge your customers’ perception and opinion of your company is by interacting with them on social media. By measuring your net promoter score (NPS), you’ll gain better access to this information. Here’s everything you need to know about an NPS, and why regularly tracking it matters.

What is a net promoter score?

The net promoter score (NPS) was first developed in 2003 by Bain and Company; and it’s now used by millions of businesses to track how they’re perceived by their customers. Your NPS is the gold standard customer experience metric, especially for measuring your customers’ loyalty.

[Read: Customer Loyalty: What’s Love Got to Do With It? A Lot]

How to calculate your net promoter score

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