Net promoter score
Net promoter score is a customer-feedback measure commonly calculated as the percentage of promoters minus the percentage of detractors using a specified recommendation question and classification. Report the scale and group definitions and include all eligible respondents in the percentage base. It is a simple summary that can hide reasons and variation. Interpretation requires representative data and evidence linking recommendation intention with the organisation’s objectives.
Worked example
Using the conventional groups, 60% promoters and 20% detractors give NPS of 40, not 80% satisfaction.
Common mistake
NPS is a difference in percentage points and is not the percentage of satisfied customers or a guaranteed predictor of loyalty.
Where it appears in your exams
| Qualification | Exam | Relationship | Period |
|---|---|---|---|
| ACCA | APM | Direct | September 2026–June 2027 |