Net Promoter Score (Nps)

Net Promoter Score (NPS) is a widely used customer satisfaction and loyalty metric in corporate travel and expense management. It is determined by asking customers a simple question: ‘How likely are you to recommend our service to a friend or colleague?’ Respondents answer on a 0-10 scale, and their responses are grouped into three categories: Promoters (9-10): Loyal customers who actively promote the brand. Passives (7-8): Neutral customers who are satisfied but not enthusiastic. Detractors (0-6): Unhappy customers who may discourage others from using the service. The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. A higher NPS indicates stronger customer satisfaction and brand loyalty, making it a valuable metric for corporate travel providers, travel management companies (TMCs), and expense management platforms.