Hotwire Tech Blog

Scribes from Hotwire Engineering

For companies interested in measuring customer satisfaction, the Net-Promoter-Score (NPS) is a widely adopted method and standard. So what is NPS? NPS could be calculated based on the average response of a set of customers to a specific question: “How likely would you recommend our company to your family or friends?” While several variants of the rating scale exits, the most often adopted version uses 0 for least likely to recommend and 10 for most likely to recommend. Naturally, companies are most interested in customers who express high NPS values (e.g. 9 or 10) that are referred to as promoters and customers who…

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