Recommendation Index – Net Promoter Score (NPS)

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The comments or ratings left by our customers regarding our products or services are of vital importance in measuring this metric.

NPS measures the degree of customer loyalty to our brand in relation to the probability that they will recommend us to other potential consumers, scoring from 0 to 10.

How can we calculate the NPS? Once we have the answers, we must separate them into categories based on the score obtained:

Promoters: scores of 9 and 10, we can consider them ambassadors of our brand


Passives: scores of 7 and 8, they are satisfied but not enthusiastic customers


Detractors: scores between 0 and 6, are dissatisfied customers

Once we have the three groups, we will only have to subtract south korea consumer email list the detractors from the percentage of promoter clients.

The result obtained must be between -100 and 100.

If the result is negative, we will consider it unfavorable and it will indicate that we should make more effort, and if it is positive we can consider a fairly good level of loyalty and fidelity.

In practice, values ​​between 30 and 60 are considered very good.

Customer Satisfaction (CSAT)
This metric can usually be obtained through surveys that score from 1 to 5. Through this metric we can estimate the level of satisfaction of a customer after they have performed an important action, such as purchasing our product.

We can obtain this data by surveying the customer, for example, after they have made a purchase, received an online order, received telephone service, etc. In this way, we can obtain a broader view of the sectors in which customer satisfaction plays an important role in the actions they take and those in which we could improve.