Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your audience or customers are to recommend your brand to others. NPS is calculated by asking a single question: 'On a scale of 0-10, how likely are you to recommend our brand to a friend or colleague?' Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6), and the score is calculated as percentage of Promoters minus percentage of Detractors. Scores range from -100 to +100, with scores above 50 considered excellent. On social media, NPS can be measured through direct polls, surveys, and sentiment analysis of mentions and comments. Social media plays a crucial role in NPS because it is where customers share their experiences publicly — positive social media interactions directly increase NPS, while negative interactions can hurt it significantly. Brands with strong social proof and engaged communities consistently achieve higher NPS because their followers feel more connected and valued. Improving NPS through social media involves responsive customer service, valuable content, community building, and authentic engagement. ClicksMeGet's engagement services help brands build the positive social presence that supports higher NPS and stronger word-of-mouth marketing.