Net Promoter Score (NPS, Reichheld)
Marketing & SalesReliability: Single-item; test–retest 0.821 sample item
About this scale
A single-item measure of customer loyalty: 'How likely is it that you would recommend [company/product/service] to a friend or colleague?' rated on a 0–10 scale. Promoters (9–10) minus Detractors (0–6) yields the Net Promoter Score.
Sample item(s)
“How likely is it that you would recommend [our company / product / service] to a friend or colleague? (0 = not at all likely; 10 = extremely likely)”
Reliability
Reported internal consistency: Single-item; test–retest 0.82. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Single-item; widely criticized but ubiquitous in industry. Use multi-item satisfaction scales for academic research.
Source & citation
Reichheld, F. F. (2003): The one number you need to grow. Harvard Business Review, Vol. 81, No. 12, pp. 46–54.
Reichheld (2003): The one number you need to grow. HBR, 81(12), 46–54.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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Need to check the reliability or psychometrics of this scale in your own data? Use the free DrAIStudio research tools:
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