Evaluating NPS Confidence Intervals with Real-World Data
By Jim Lewis, PhD and Jeff Sauro, PhD . January 19, 2021 . Tags: Net Promoter Score, Rating Scale, NPS, UX, Sample Size, User Experience
The Net Promoter Score (NPS) is a popular business metric used to track customer loyalty. It uses a single likelihood-to-recommend (LTR) question (“How likely is it that you will recommend our company to a friend or colleague?”) with 11 scale steps from 0 (Not at all likely) to 10 (Extremely likely). In NPS terminology, respondents who select 9 or 10 on the LTR question are