NPS - net promoter score - explained

The Net Promoter® Score (NPS®) is a proven, powerful metric used globally to measure customer engagement and advocacy levels. It establishes the likelihood of a customer to recommend a companies product or service on a scale of 0-10.

The NPS® survey asks the customer: “How likely are you to recommend this company, product or service to a friend or colleague?”

The response options range from 0 (not at all likely) to 10 (extremely likely). The responses are then grouped into the following three groups:

0-6 are considered “detractors”

7-8 are considered “passives”

9-10 are considered “promoters”

The calculation

To calculate NPS®, subtract the percentage of customers who are detractors from the percentage who are promoters. This returns a score between -100 and +100, which is your NPS®.

I have maintained a 100 NPS score throughout my real estate career and below you can see what the average NPS score is for a variety of industries including Real Estate.