NPS is measured with one question: “How likely are you to recommend us to a friend?”. A high NPS means natural word-of-mouth marketing.
What it means in practice
NPS (Net Promoter Score) is a customer loyalty metric based on one question: “How likely are you to recommend us to a friend?” on a 0–10 scale. Subtracting the share of detractors (0–6) from promoters (9–10) gives a score from −100 to +100.
Why it matters for your business
A high NPS means natural word-of-mouth marketing – happy customers recommend you. A low NPS signals that something in your service needs fixing before it costs you customers.
Examples and good practice
- Send the NPS question a few days after the service.
- Add an open question: “What can we improve?”.
- Ask promoters for a Google review.
- Contact detractors personally.
How Novi handles it
The automated review collection module on Novi websites asks customers about satisfaction after the service and directs happy ones to leave a Google review.
