Rky Smart Wealth Insights

The Net Promoter Score (NPS) is often called the "ultimate question" because it distills complex customer sentiment into a single, actionable metric. Since its introduction by Fred Reichheld in 2003, it has become the gold standard for measuring customer loyalty across nearly every industry.
What is NPS?
At its core, NPS measures how likely a customer is to recommend your product or service to others on a scale of 0 to 10. Based on their response, customers are categorized into three distinct groups:
Promoters (9–10): Your brand ambassadors. These are loyal enthusiasts who will keep buying and referring others, fueling growth.
Passives (7–8): Satisfied but unenthusiastic customers. They are vulnerable to competitive offerings and are unlikely to actively praise your brand.
Detractors (0–6): Unhappy customers who can damage your brand through negative word-of-mouth.
The Calculation
Calculating your score is straightforward. You subtract the percentage of Detractors from the percentage of Promoters.

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