What is Net Promoter Score (NPS)?
Definition
Net Promoter Score (NPS) is a metric measuring how likely users are to recommend a product, service, or program to others. Calculated from the question 'How likely are you to recommend this?' on a 0-10 scale, NPS segments respondents into Promoters (9-10), Passives (7-8), and Detractors (0-6). NPS indicates customer satisfaction and loyalty. In learning contexts, high NPS indicates learners find training valuable and relevant.
NPS at a glance.
From Satisfaction to Loyalty
NPS predicts program reputation and referrals better than simple satisfaction ratings. A learner giving an 8/10 satisfaction score might not recommend the course; an NPS of 9-10 indicates a promoter likely to refer peers. High NPS training programs spread by word-of-mouth, reducing marketing costs. Low NPS signals quality issues. Follow-up questions on NPS explain why: unclear relevance, poor instructor, or unrealistic pace often drive detractors.
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