Net Promoter Score is the “One Question” that you can ask your customers to understand the likelihood of them recommending your brand to friends and family. You can ask this question at different stages of their experience with your brand.
"How likely are you to recommend us to a friend or family member?"
This question is answered on an 11-point rating scale where 0 is ‘Not at all Likely’ and 10 is ‘Extremely Likely’. Typically, the NPS rating question is followed by an open-ended question asking for reasons for a particular NPS rating. This specific feedback collected in real time can be used to address customer concerns (by calling them back immediately) as well as make structural changes for improvement.
NPS is not just any other metric. It lays down the path to transforming the way you do business.