NPS is a way of “measuring a company’s performance through the customers' eyes." Customers are asked respond on a 0-to-10 scale to the following question:
“How likely is it that you would recommend [company/program] to a friend or colleague?”
In the case of HPwES, we ask customers this question twice: one in reference to the Program and another in reference to their assigned contractor.
For further information regarding NPS, please view our New Contractor Training | Quick Training 10: Net Promoter Score (NPS) video.