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    Promoters (NPS)

    In NPS, promoters are respondents who score 9 or 10 on the 'likely to recommend' question — your strongest advocates.

    Promoters are loyal enthusiasts who keep buying and refer others. They drive growth via word-of-mouth. In NPS calculation, promoters are deducted by detractors to produce the final score.

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    Related terms

    Net Promoter Score (NPS)

    Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a product or service on a 0-10 scale.

    Detractors (NPS)

    In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk.

    Passives (NPS)

    In NPS, passives are respondents who score 7 or 8 — satisfied but unenthusiastic customers vulnerable to competitive offerings.

    Anonymous Survey

    An anonymous survey collects responses without any personally identifying information.

    Employee Engagement

    Employee engagement is the emotional commitment employees have to their organization and its goals.

    ACSI (American Customer Satisfaction Index)

    The ACSI is a national economic indicator of customer satisfaction with the quality of products and services available to US household consumers.