{"id":28889,"date":"2018-07-06T14:38:21","date_gmt":"2018-07-06T18:38:21","guid":{"rendered":"https:\/\/stagingweb.trainingindustry.com\/?post_type=glossary&#038;p=28889"},"modified":"2023-02-22T16:08:50","modified_gmt":"2023-02-22T21:08:50","slug":"net-promoter-score-nps","status":"publish","type":"glossary","link":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/","title":{"rendered":"Net Promoter Score (NPS)"},"template":"","class_list":["post-28889","glossary","type-glossary","status-publish","hentry"],"acf":{"main_content":"<strong>Net promoter score<\/strong> (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty. Organizations can also use an NPS to evaluate training and other employee programs. An NPS is calculated using one question, answered on a scale of 0-10: How likely are you to recommend this brand to a friend or co-worker?\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li>Promoters are very satisfied customers who answer between 9 and 10.<\/li>\r\n \t<li>Passives are moderately satisfied customers who answer between 7 and 8.<\/li>\r\n \t<li>Detractors are unsatisfied customers who answer between 0 and 6.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\nThe NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.\r\n\r\nRelated Content:\r\n<ul>\r\n \t<li><a href=\"https:\/\/trainingindustry.com\/articles\/measurement-and-analytics\/how-to-measure-the-impact-of-customer-training\/\" target=\"_blank\" rel=\"noopener\">How to Measure the Impact of Customer Training<\/a><\/li>\r\n \t<li><a href=\"https:\/\/trainingindustry.com\/magazine\/summer-2022\/beyond-the-smile-sheet-measuring-level-1-to-improve-learning-design\/\" target=\"_blank\" rel=\"noopener\">Beyond the Smile Sheet<\/a><\/li>\r\n \t<li><a href=\"https:\/\/trainingindustry.com\/blog\/measurement-and-analytics\/hr-customer-education-and-roi\/\" target=\"_blank\" rel=\"noopener\">HR, Customer Education and ROI<\/a><\/li>\r\n<\/ul>","custom_dfp_keywords":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.8 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Net Promoter Score (NPS)<\/title>\n<meta name=\"description\" content=\"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Net Promoter Score (NPS)\" \/>\n<meta property=\"og:description\" content=\"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/\" \/>\n<meta property=\"og:site_name\" content=\"Training Industry\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TrainingIndustry\/\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-22T21:08:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/trainingindustry.com\/content\/uploads\/2017\/10\/ti-logo-stacked.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"400\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@TrainingIndustr\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/net-promoter-score-nps\\\/\",\"url\":\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/net-promoter-score-nps\\\/\",\"name\":\"Net Promoter Score (NPS)\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#website\"},\"datePublished\":\"2018-07-06T18:38:21+00:00\",\"dateModified\":\"2023-02-22T21:08:50+00:00\",\"description\":\"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/net-promoter-score-nps\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/net-promoter-score-nps\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/net-promoter-score-nps\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/trainingindustry.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Glossary\",\"item\":\"https:\\\/\\\/trainingindustry.com\\\/glossary\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Net Promoter Score (NPS)\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#website\",\"url\":\"https:\\\/\\\/trainingindustry.com\\\/\",\"name\":\"Training Industry\",\"description\":\"Articles, research and tools for the L&amp;D professional. Insights for managing the business of learning.\",\"publisher\":{\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/trainingindustry.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#organization\",\"name\":\"Training Industry, Inc\",\"url\":\"https:\\\/\\\/trainingindustry.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/trainingindustry.com\\\/content\\\/uploads\\\/2017\\\/10\\\/training_industry_logo_stacked_RGB1.png\",\"contentUrl\":\"https:\\\/\\\/trainingindustry.com\\\/content\\\/uploads\\\/2017\\\/10\\\/training_industry_logo_stacked_RGB1.png\",\"width\":371,\"height\":113,\"caption\":\"Training Industry, Inc\"},\"image\":{\"@id\":\"https:\\\/\\\/trainingindustry.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/TrainingIndustry\\\/\",\"https:\\\/\\\/x.com\\\/TrainingIndustr\",\"https:\\\/\\\/www.instagram.com\\\/trainingindustr\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/training-industry-inc-\",\"https:\\\/\\\/www.youtube.com\\\/user\\\/TrainingIndustry\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Net Promoter Score (NPS)","description":"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/","og_locale":"en_US","og_type":"article","og_title":"Net Promoter Score (NPS)","og_description":"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.","og_url":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/","og_site_name":"Training Industry","article_publisher":"https:\/\/www.facebook.com\/TrainingIndustry\/","article_modified_time":"2023-02-22T21:08:50+00:00","og_image":[{"width":400,"height":400,"url":"https:\/\/trainingindustry.com\/content\/uploads\/2017\/10\/ti-logo-stacked.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_site":"@TrainingIndustr","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/","url":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/","name":"Net Promoter Score (NPS)","isPartOf":{"@id":"https:\/\/trainingindustry.com\/#website"},"datePublished":"2018-07-06T18:38:21+00:00","dateModified":"2023-02-22T21:08:50+00:00","description":"Net promoter score (NPS) is a metric used in sales and marketing to evaluate customer experience and loyalty.","breadcrumb":{"@id":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/trainingindustry.com\/glossary\/net-promoter-score-nps\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/trainingindustry.com\/"},{"@type":"ListItem","position":2,"name":"Glossary","item":"https:\/\/trainingindustry.com\/glossary\/"},{"@type":"ListItem","position":3,"name":"Net Promoter Score (NPS)"}]},{"@type":"WebSite","@id":"https:\/\/trainingindustry.com\/#website","url":"https:\/\/trainingindustry.com\/","name":"Training Industry","description":"Articles, research and tools for the L&amp;D professional. Insights for managing the business of learning.","publisher":{"@id":"https:\/\/trainingindustry.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/trainingindustry.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/trainingindustry.com\/#organization","name":"Training Industry, Inc","url":"https:\/\/trainingindustry.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/trainingindustry.com\/#\/schema\/logo\/image\/","url":"https:\/\/trainingindustry.com\/content\/uploads\/2017\/10\/training_industry_logo_stacked_RGB1.png","contentUrl":"https:\/\/trainingindustry.com\/content\/uploads\/2017\/10\/training_industry_logo_stacked_RGB1.png","width":371,"height":113,"caption":"Training Industry, Inc"},"image":{"@id":"https:\/\/trainingindustry.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/TrainingIndustry\/","https:\/\/x.com\/TrainingIndustr","https:\/\/www.instagram.com\/trainingindustr\/","https:\/\/www.linkedin.com\/company\/training-industry-inc-","https:\/\/www.youtube.com\/user\/TrainingIndustry"]}]}},"_links":{"self":[{"href":"https:\/\/trainingindustry.com\/wp-json\/wp\/v2\/glossary\/28889","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/trainingindustry.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/trainingindustry.com\/wp-json\/wp\/v2\/types\/glossary"}],"version-history":[{"count":0,"href":"https:\/\/trainingindustry.com\/wp-json\/wp\/v2\/glossary\/28889\/revisions"}],"wp:attachment":[{"href":"https:\/\/trainingindustry.com\/wp-json\/wp\/v2\/media?parent=28889"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}