What is a Net Promoter Score™ (NPS)?

Frederick allows you to track your Net Promoter Score, or NPS, as a quantitative measure of customer satisfaction. We chose this method because it is a proven way to measure your customers' happiness.

By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — You can get a clearer picture of how your customers feel about your business.

  • Promoter: If the rating your customer gives is a 9 or 10, this is a loyal customer who is extremely likely to refer your business.
  • Passive: If the rating is a 7 or 8, this customer is satisfied but could be prone to switching to a competitor.
  • Detractor: If the rating is a 6 or lower, this customer is not satisfied and may be prone to spreading bad word-of-mouth about your business.

The NPS value is the percentage of promoters minus the percentage of detractors. It can range from -100 to 100.

For example, the below business would have an NPS of 50:


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