The net promoter score (NPS) is a statistical method for determining the loyalty of your customer relationships. Although it is not limited to customer support, using it can be a good strategy for determining which customers are more likely to remain loyal than others. It is typically a survey with a scale of 1-10 in which end users are asked how likely they are to recommend a product. The following method is used to classify customers based on NPS:
From 0 to 6 - Based on their survey responses, these customers are less likely to recommend your products and are classified as detractors.
Customers ranked 7 and 8 are more likely to be influenced by competitors than those ranked higher on the NPS scale.
9 and 10 - These are your most devoted customers, who will remain associated with your product for the foreseeable future and who will positively influence other prospects.
