NPS, or Net Promoter Score, uses a voluntary survey to gather data about whether a user would recommend and highly rate a company or not. This is not a great way to measure this data as it involves voluntary contribution. An example is 30% of respondees are passive, 30% are promoters, and 40% are detractors. The way the NPS score would be calculated is the promoers minus the detractors. In this case that would be 30 – 40 which is -10. This would not be an accurate representation of customer satisfaction.
Is NPS an Accurate Way to Measure User Experience?
LIS 4022 Spring 2020 