Net promoter score. How to predict customer churn

Net promoter score is your early warning sign for customer churn and can be used as an indicator for business growth.

NPS measures customer loyalty & likelihood of churn. To figure out your NPS start by asking your customers: "On a scale of 0 to 10, how likely are you to recommend us to a friend?“

Group the respondents into 3 categories

- Promoters 9-10
- Passives 7-8
- Detractors 0-6


NPS = % Promoters - % Detractors. To get a more comprehensive view follow up with open-ended questions regarding the Why. “What was the reason for your score? Is there anything that would have changed your score?“

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