NPS (Net Promoter Score) is a customer satisfaction metric based on feedback received from surveys given to customers based on one key question:
“On a scale of 0-10, how likely are you to recommend our product and service to a friend or colleague?”
The NPS score ranges from -100 to +100 and is calculated based on responses to this question. Customers are categorized as:
- Promoters (9-10): Loyal enthusiasts who will keep buying and refer others.
- Passives (7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offers.
- Detractors (0-6): Unhappy customers who may not recommend the service and could deter others.
We are very proud that Universal Connectivity’s Net Promoter Score is 83, significantly surpassing the industry average of 31..
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