NPS（Net Promoter Score：ネット・プロモーター・スコア）とは、顧客ロイヤルティ（商品やサービスに対する信頼・愛着）を測る指標です。顧客に「この企業やブランドを友人や同僚に薦める可能性はどのくらいありますか」という質問をし、0～10の11段階で回答してもらいます。回答者を9～10点の「推奨者」、7～8点の「中立者」、0～6点の「批判者」に分け、推奨者の割合から批判者の割合を引いた数値がNPSのスコアになります。NPSは、顧客満足度とは異なり、企業の収益や成長と高い相関があるとされます。NPSを高めるためには、顧客の声を聞き、改善策を実行することが重要です。
NPS®
NPS (Net Promoter Score) is an index that measures customer loyalty (trust and attachment to products and services). Customers are asked the question, “How likely are you to recommend this company or brand to a friend or colleague?” and asked to answer on an 11-point scale from 0 to 10. Respondents are divided into “promoters” with 9-10 points, “neutrals” with 7-8 points, and “detractors” with 0-6 points, and the NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. will be the score. Unlike customer satisfaction, NPS is said to have a high correlation with a company’s profits and growth. In order to increase NPS, it is important to listen to customers and implement improvement measures.