Net Promoter Score (NPS)

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Net Promoter Score (NPS)

Definition

The Net Promoter Score (NPS) is a prominent customer satisfaction metric. At its core, the Net Promoter Score embodies the fundamental idea that all of a company’s customers fall into one of three categories: promoters, passives or detractors.

Promoters are dedicated, repeat customers who enthusiastically recommend your products or services to others. Passives are customers who are satisfied, but lack any enthusiasm or loyalty; passives could easily switch to a competitor. Detractors are customers who are decidedly unsatisfied with your company.

Construction: Customers are asked to respond to a single survey question (on a 10-point scale) – “How likely are you to recommend TaskUs?”

Net Promoter Score survey respondents that respond from 0-6 are termed, “Detractors”; responses of 7 or 8 are considered, “Passives; and responses of 9 or 10 are deemed, “Promoters.”

Calculation: NPS = the Percentage of Promoters – Percentage of Detractors