At Proponent, it’s not just enough to say that we’re a fast, easy, and reliable partner for our customers and suppliers. We have to be one. We track our Net Promoter Score® (NPS) to make sure we’re always encouraging feedback, acting on it, and holding ourselves accountable to our commitment to leading the industry.
What is an NPS Score?
An NPS score is a metric of customer satisfaction that ranges from -100 to +100.
NPS scores are calculated by asking customers “On a scale from 0 to 10, how likely are you to recommend our product/service/company to a friend, colleague, or family member?”
Customers who answer between 1-6 are labeled “detractors.” Customers who answer 7 or 8 are “passives”, and customers who answer 9 or 10 are “promoters.”
NPS scores are calculated with the equation:
[% of Promoters] – [% of Detractors] = [NPS Score]
So, if 0% of your customers were promoters, and 100% were detractors, you’d have an NPS score of -100. If 50% of your customers were promoters and 50% were detractors, you’d have an NPS score of 0. And if every single one of your customers were promoters and none were detractors, you’d have an NPS score of 100.