Quick definition: A customer satisfaction index measured with the single question "Would you recommend this service to a friend?" answered 0–10.
One question, three groups
The question: "On a scale of 0–10, how likely are you to recommend Onremo to a friend?"
Three groups based on the answer:
- 9–10: Promoters — Loyal fans who tell others about you.
- 7–8: Passives — Satisfied but unenthusiastic.
- 0–6: Detractors — Unhappy; tell others negatively.
Calculation
NPS = (% Promoters) − (% Detractors)
Example: Of 100 responses, 50 gave 9–10 (50%), 30 gave 0–6 (30%). NPS = 50 − 30 = +20.
NPS ranges from −100 to +100. 0 is neutral, +20 good, +50 excellent; +70+ is rare worldwide.
Sector benchmarks (2024)
- SaaS sector average: +30
- E-commerce: +45
- Banking: +10
- Telecom: −5 to +5 (poor)
Companies like Apple and Tesla score +70 and above — very rare.