The Net Promoter Score can be obtained by asking customers a single question: “How likely is it that you would recommend our product to a friend or a colleague?”.

The Net Promoter Score can be obtained by asking customers a single question: “How likely is it that you would recommend our product to a friend or a colleague?”.
A . False
B. True

View Answer

Answer: B

Explanation:

NPS stands for Net Promoter Score. NPS is a loyalty metric that quantifies how customers feel about your product and what you can do about it. This is a particularly valuable customer feedback mechanism for PMs, like myself, who work on products that rely on strong word-of-mouth marketing to spread adoption. The great thing about NPS compared to other quantitative engagement tools like customer satisfaction surveys, is that it’s much, much simpler to rapidly gather feedback that gives a consistent and measurable result. It’s only one question, and the score can be measured against other products. This article will show you how NPS can be used not just as a metric, but also as a powerful tool to help your software team prioritize features.

An NPS survey consists of one simple question: “How likely is it that you would recommend to a friend or colleague?"

This is how it looks in an Atlassian product:

Once you have collected a significant number of response from your NPS survey, you group your responses into three groups: Promoters (9C10), Passives (7C8) and Detractors (0C6).

NPS is then calculated by subtracting the % of Detractors from the % of Promoters. For example, if out of a 100 respondents, you have 40 promoters, 25 passives and 35 detractors, your NPS will be (40% – 35%) = +5%. NPS can range from -100% to +100%.